IT Support Manager

Wavestone is an international consulting firm present in 17 countries, dedicated to supporting the strategic transformations of companies with the ambition of creating positive and sustainable impacts.

In 2023, Wavestone began a new chapter in its international development by partnering with the German consulting firm Q_Perior to create a European champion in consulting. The group aims to reach €1 billion in revenue by 2025.

Wavestone is recognized as a Great Place To Work.

The IT Department provides the information systems to support Wavestone's objectives. The underlying processes and tools must be designed to meet the challenges of rapid growth and internationalization of the company.

The number of employees, integrated companies, and offices worldwide is increasing, which requires the construction of a homogeneous, industrialized, and scalable information system, with robust and efficient processes that ensure an optimal user experience.

The IT Support Manager will be responsible for leading both an external and internal international team to deliver high-quality service and user experience.

More specifically, their missions will be to:

Ensure top-notch service and user experience

• Monitor end-to-end service quality indicators and implement necessary corrective actions
• Ensure escalation procedures for all requests & incidents (including timely communication)
• Establish a service catalog providing clear and simplified access for users

Manage and supervise Level 1 support service providers

• Monitor budgets and forecasts and challenge resource allocation for support
• Ensure compliance with service level agreements (SLAs) and continuous improvements
• Launch RFP and negotiate contracts with a focus on quality, service excellence and cost optimization

Lead an international internal team responsible for Level 2 support

• Coordinate the Level 2 support team in Europe (Romania, Poland, France, etc.) with future extensions to the US and Asia to ensure a quick and effective response.
• Promote a culture of continuous improvement and service excellence within the team
• Implement best practices for team management and collaboration

Be responsible for the effectiveness of support through a "Shift Left" strategy

• Monitor all levels of Support indicators & define proper action plans to reduce the tickets pipe
• Ensure regular updates of the knowledge base to optimize ticket resolution at levels 1 and 2
• Promote ticket self-resolution by participating in initiatives around agentic AI

Drawing on their international experience in user support management, the IT Support Manager must demonstrate through his qualities and skills his ability to lead a team and deliver effective and tailored user support.

Ability to ensure an effective user support

• Sense of listening and communication for an optimal user experience
• Ability to manage crisis situations calmly and effectively
• Show initiative, implement continuous improvements, and adapt to changes

Ability to lead a team and evolve in an international context

• Leadership to motivate, guide, and inspire the members of the team
• Proficiency in English, both spoken and written
• Sensitivity to cultural differences in an international environment