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IT Support Supervisor – Hybrid L1/L2 (Hands-On Role)

AWFIS, 6th Floor, B Wing, Supreme Business Park, Hiranandani Gardens, Powai, 400076 Mumbai, Inde

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Description de l'entreprise

Sia is a next-generation, global management consulting group. Founded in 1999, we were born digital. Today our strategy and management capabilities are augmented by data science, enhanced by creativity and driven by responsibility. We’re optimists for change and we help clients initiate, navigate and benefit from transformation. We believe optimism is a force multiplier, helping clients to mitigate downside and maximize opportunity.   

With expertise across a broad range of sectors and services, our 3,000 consultants serve clients worldwide from 48 locations in 19 countries. Our expertise delivers results. Our optimism transforms outcomes. 

Description du poste

Reporting to the IT Manager, you will join an international IT Helpdesk team currently composed of 6 members based in France and the United States. As part of our global expansion, we are also building up the team in India. You will play a key role in supporting the recruitment, onboarding, and management of this new team, contributing to its structuring and long-term development. 

 

As an IT Support Supervisor, you will combine operational supervision with a strong hands-on involvement in complex support activities. 

Your role is critical in ensuring a high level of service quality for the Sia Group worldwide, covering: 

  • global IT asset management, 

  • supervision of Hybrid L1/L2 support activities, 

  • direct involvement in complex incidents, 

  • and dedicated support for VIP users. 

This is not a purely managerial role: you will actively handle tickets, support users, and assist the team on advanced or sensitive cases. 

 

Key Responsibilities 

Operational Support (Hands-On) 

  • Diagnose and resolve complex IT incidents through multiple channels (ticketing system, phone, Teams, on-site). 

  • Act as an escalation point for L1/L2 support on advanced technical issues. 

  • Provide high-level support to VIP users, ensuring discretion, responsiveness, and service excellence. 

  • Participate in on-site interventions when required. 

Support Supervision & Team Assistance 

  • Supervise daily activities of the Hybrid L1/L2 support team (France / international scope, with a Day/night shift) 

  • Support and mentor technicians in incident resolution and troubleshooting. 

  • Ensure proper prioritization, SLA compliance, and service continuity. 

  • Actively assist the team during peak workload or complex situations. 

Knowledge & Process Improvement 

  • Maintain, update, and improve the Sia IT Knowledge Base (KB). 

  • Contribute to the standardization and optimization of support processes. 

  • Share best practices and technical knowledge with the team. 

Device Management 

  • Manage MDM solutions (Microsoft Intune, Kandji). 

  • Work with Microsoft technologies: Microsoft 365, Entra ID (Azure AD), Intune. 

  • Ensure maintenance and evolution of the global IT hardware fleet (workstations, peripherals). 

  • Participate in IT migrations and large-scale deployments worldwide. 

Coordination & Communication 

  • Participate in regular meetings with the IT team in France 

  • Act as a key liaison between support teams and IT management. 

  • Provide reporting and feedback on incidents, risks, and improvement opportunities. 

Compétences

Education & Experience

  • Bachelor’s/master's degree in Computer Science, Information Technology, or related fields 
  • Significant professional experience (typically 5+ years) in IT Support and supervision 

 

Technical Skills 

Strong knowledge of: 

  • Microsoft 365 environment 

  • Entra ID (Azure AD) 

  • Intune and Kandji (MDM) 

  • End-user hardware and operating systems 

  • Mac and Windows 

Solid understanding of: 

  • IT infrastructures 

  • Networks fundamentals 

  • Cloud-based architectures 

  • Comfortable with ticketing systems and ITSM best practices. 

 

Soft Skills 

  • Excellent interpersonal and communication skills. 

  • Ability to interact confidently with senior stakeholders and VIP users. 

  • Strong sense of priorities, autonomy, and accountability. 

  • Team-oriented mindset with a hands-on approach. 

  • Proactive, open-minded, and eager to learn and improve. 

 

Languages 

  • Fluent English (spoken and written) is mandatory; able to communicate smoothly and professionally in all situations. 

  • French is a plus. 

Informations complémentaires

Sia is an equal opportunity employer. All aspects of employment, including hiring, promotion, remuneration, or discipline, are based solely on performance, competence, conduct, or business needs. 

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