Service Desk Manager H/F

Created in 2017, The Independents is an entrepreneur-driven community of industry-leading experts, delivering global, connected solutions for luxury, fashion and lifestyle businesses to become culture brands. The Independents brings together a unique, future-fit ecosystem of services for ambitious businesses who seek to impact global culture around 3 key pillars:

• Experience: Atelier Athem, Atelier Lum, Bureau Betak, INCA, K2, Kennedy, Prodject We are Ona
• Communication, Strategy & influence: 2x4, Ctzar, Karla Otto, Lefty, Lucien Pages, Sunshine, The Qode
• Content: Bureau Béatrice, Bureau Future, Sunshine, Terminal 9 Studios

Providing clients with end-to-end solutions to become key culture brands, the group aligns a global perspective with on-the-ground, local insights. As such, the collective is powerfully positioned to offer streamlined strategy, creative services, talent partnerships, influencer marketing, communications and bespoke experiences for leading brands across key markets.

Since June 2023, The Independents Group is backed by Banijay, a FL Entertainment company, and Towerbrook Capital Partners.

MISSIONS

1. End-User Support & Training (Google, Microsoft, Mac, PCs) with Team Management Opportunity

• Provide a wide range of end-user IT support.
• Day-to-day on-site support to 300 on-site users at the company's modern, newly inaugurated headquarters in Paris.
• Google support and administration to 1000 Google Workspace users globally, in 10 domains / sub-domains.
• Contribution to group-wide end-user support for 2000 users globally.
• Manage IT onboarding and offboarding processes in close collaboration with the Human Resources department.
• Manage user requests and incidents, troubleshoot IT equipment and software issues.
• Deliver training sessions on IT systems, Google Workspace tools, security best practices, and custom internal applications.
• Opportunity for career growth, including the potential to supervise a team of 2 to 3 people.

2. IT Workspace, infrastructure and inventory management on Paris site

• Ensure the smooth operation of IT services for both on-site and remote users.
• Administer IT systems using Google Admin Console and Microsoft Active Directory, manage user rights, and enforce cybersecurity protocols.
• Research and evaluate new equipment, software and services.
• Responsible for accurately tracking inventory of hardware and digital assets.
• Manage workstations and mobile device fleet using Google Workspace MDM features, Microsoft Intune and Apple Business Manager.
• Maintain on-site infrastructure such as networks, audiovisual systems, and meeting room equipment.

3. Administration & Vendor Management

• Negotiate and manage contracts with IT vendors.
• Manage external IT support service providers.
• Manage the Paris site IT budget, ensure cost-effectiveness and report on allocation of IT budget.

4. Governance, Security & Policy Management

• Contribute to development and enforcement of IT policies aligned with business objectives and regulatory requirements.
• Contribute to implementing and maintaining email security standards including DKIM, SPF, DMARC, and MTA-STS.
• Partner with Cybersecurity team on Google Workspace security best practices.

5. IT Projects, including IT Service Management

• Actively contribute to defining and implementing IT Service Management processes.
• Provide expertise for IT transformation initiatives and actively contribute to the implementation of new projects such as a ticketing system.
• Collaborate with the rest of the IT team to plan and execute data and email migrations to and from Google Workspace.

PROFILE

We are looking for a skilled IT Technical Specialist with strong expertise in broader IT infrastructure. You will be part of a global, collaborative IT team.

Key Qualifications

• Minimum bachelor's degree (Bac 3) with 5 to 10 years of experience.
• Fluent in English and French.
• Solid experience in IT support and operations (end-user, workstations, LAN, network, printer).
• Knowledge and/or experience in ITIL and IT Service Management.
• Experience in helpdesk team management will be appreciated.
• Experience with the Google Workspace environment is a plus.
• Proficiency using IT administration tools such as Google Admin Console, Google MDM, Microsoft Active Directory, Microsoft Intune, Apple Business Manager, Cisco Meraki platform.
• Knowledge of security and compliance standards (DKIM, SPF, DMARC, access control, data protection).
• Excellent communication, organizational, and time management skills.
• Proactive problem solver providing advanced L2/L3 support.

Work Location

Based in Paris at a primary office location, with the possibility of partial remote work. Regular presence required at other Paris-based sites.

What We Offer

• Daily exposure to passionate teams working with top luxury, fashion and lifestyle brands.
• A meaningful role with visible impacts daily.
• A modern and engaging work environment with the latest technologies.
• The opportunity to progress to a team management role.
• Exciting technical projects including an IT Service Management project.