Postée il y a 3 jours
Entreprise du groupe InPost, nous sommes leader de la livraison hors domicile en Europe (et fiers de l'être). Implanté dans 3 pays européens et au service de plus de 50 000 e-commerçants, Mondial Relay est présent à travers 11 000 Points Relais® et 6 000 Lockers en France.
Mondial Relay, a prominent force within the InPost Group, proudly leads the market in out-of-home delivery.
We offer a simple, fast, economical and virtuous parcel shipping and delivery service, through a network of Relay Points and Lockers, creating links between e-merchants, merchants and consumers. Becoming the leader in out-of-home delivery in Europe is the challenge that our 1,400 employees are taking up together with passion, through numerous collaborative projects, in a working atmosphere full of PEP'S.
Ready to take part in this adventure?
The Tech Support Senior Manager is responsible for overseeing local IT Helpdesk/Servicedesk within BeNeFraLux (Belgium, Netherlands, France, Luxembourg), and Hardware/Software Asset Management at global level.
This role ensures that global best practices are tailored to local needs, manages the budget for IT support activities, and supervises the delivery of high-quality technical assistance for internal users. A key responsibility is Software License Management, ensuring compliance, cost efficiency, and alignment with organizational policies. An intimate understanding of Jira, coupled with proficiency in Mobile Device Management (MDM), particularly SOTI Mobicontrol, is crucial. Sensitivity to the specialized requirements of our agency partners, especially concerning PDA devices, is a key aspect of success in this position.
RESPONSIBILITIES
Team Leadership & People Management
- Lead, mentor, and motivate Helpdesk/Service Desk and Asset Management teams.
- Set team objectives, monitor performances and foster a collaborative, high-performance environment.
Helpdesk/Service Desk Management
- Tailor global IT procedures to address the unique needs of the BeFraNeLux market, ensuring the highest level of support, with a focus on Jira for incident tracking and workflow management.
- Collaborate with global IT teams to implement and align local practices with global standards.
- Oversee daily operations, emphasizing prompt resolution of technical issues and maintaining exceptional customer service.
- Act as escalation point for complex or high-impact IT issues.
- Collect and analyze performance metrics (e.g., Jira statistics, SLA adherence, user satisfaction surveys).
- Promote a process constant revision of procedures, best practices and user-guides.
Hardware & Software Asset Management
- Champion Software License Management : track license usage, renewals, and ensure compliance with vendor agreements and legal requirements.
- Direct the asset lifecycle process (procurement, deployment, maintenance, disposal) for end-user devices (e.g., PDA devices), laptops, peripherals, and other hardware assets.
- Oversee Mobile Device Management (MDM) platforms (e.g., SOTI Mobicontrol) to maintain security, configuration, and inventory accuracy.
- Communicate with local agency partners to understand specialized requirements.
Suppliers & Vendor Relations
- Maintain effective relationships with vendors and suppliers, serving as primary point of contact to resolve issues, negotiate contracts, and optimize costs.
Budget & Cost Management
- Develop, manage, and forecast the IT support budget in alignment with company financial goals.
- Identify cost-saving opportunities without compromising service quality or compliance.
- Provide regular updates on budget performance and resource allocation to senior leadership.
Compliance & Security
- Ensure all IT support activities and assets comply with relevant regulations, company policies, and security standards.
- Coordinate with IT Security department to mitigate risks, implement safeguards, and conduct periodic audits.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or related field.
- Proven experience (5+ years) in managing IT teams, specifically in Helpdesk/Service Desk and Hardware Asset Management. Strong leadership, communication, and team-building abilities.
- Experience in international environments. Nice to have : adapted market procedures to global standards of a multinational corporation.
- Experience overseeing Software License Management and ensuring compliance.
- Familiarity with vendor management, contract negotiation, and budget oversight.
- Proficiency with Mobile Device Management (MDM), preferably SOTI Mobicontrol.
- Solid understanding of hardware asset management processes (e.g., deployment of PDA devices).
- Fluency in French; proficiency in English at B2 level (or higher) is essential
Additional Information
And if you join our community, you will BE able to benefit from :
- Individual variable compensation
- Attractive profit-sharing and profit-sharing bonuses
- A collaborative way of working, based on autonomy and responsibility
- Professional development opportunities throughout your career
In a top-notch working environment, you will BE proud to take part in our business project.
Dans une ambiance de travail au top, vous allez être fier(e) de prendre part à notre projet d'entreprise.
Et si vous rejoignez notre communauté de Relayeuses et Relayeurs, vous pourrez bénéficier :
- D'une rémunération variable individuelle
- Des primes de participation et d'intéressement attractives
- D'un mode de travail collaboratif, basé sur l'autonomie et la responsabilité
- Des opportunités d'évolution professionnelle tout au long de votre parcours
Notre processus de recrutement :
- Si votre CV est présélectionné, échange téléphonique avec l'équipe recrutement
- Si positif, entretien de recrutement avec votre futur(e) manager
- Possibilité d'avoir un 2e entretien avec le N+2 en fonction du poste
- Validation & intégration : welcome chez Mondial Relay !
Dans le cadre de notre politique diversité et inclusion, nous garantissons le respect des règles de non-discrimination à l'embauche et nous nous engageons en faveur des publics éloignés de l'emploi.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or related field.
- Proven experience (5+ years) in managing IT teams, specifically in Helpdesk/Service Desk and Hardware Asset Management. Strong leadership, communication, and team-building abilities.
- Experience in international environments. Nice to have : adapted market procedures to global standards of a multinational corporation.
- Experience overseeing Software License Management and ensuring compliance.
- Familiarity with vendor management, contract negotiation, and budget oversight.
- Proficiency with Mobile Device Management (MDM), preferably SOTI Mobicontrol.
- Solid understanding of hardware asset management processes (e.g., deployment of PDA devices).
- Fluency in French; proficiency in English at B2 level (or higher) is essential
Additional Information
And if you join our community, you will BE able to benefit from :
- Individual variable compensation
- Attractive profit-sharing and profit-sharing bonuses
- A collaborative way of working, based on autonomy and responsibility
- Professional development opportunities throughout your career
In a top-notch working environment, you will BE proud to take part in our business project.
Dans une ambiance de travail au top, vous allez être fier(e) de prendre part à notre projet d'entreprise.
Et si vous rejoignez notre communauté de Relayeuses et Relayeurs, vous pourrez bénéficier :
- D'une rémunération variable individuelle
- Des primes de participation et d'intéressement attractives
- D'un mode de travail collaboratif, basé sur l'autonomie et la responsabilité
- Des opportunités d'évolution professionnelle tout au long de votre parcours
Notre processus de recrutement :
- Si votre CV est présélectionné, échange téléphonique avec l'équipe recrutement
- Si positif, entretien de recrutement avec votre futur(e) manager
- Possibilité d'avoir un 2e entretien avec le N+2 en fonction du poste
- Validation & intégration : welcome chez Mondial Relay !
Dans le cadre de notre politique diversité et inclusion, nous garantissons le respect des règles de non-discrimination à l'embauche et nous nous engageons en faveur des publics éloignés de l'emploi.