IT Support Manager N2 - Rabat
Company sector : IT (Information Technology)
COMPANY :
ALTEN MOROCCO, a branch of the world leader in engineering and technology consulting, created in 2008 and present in Fez, Rabat, Tetouan, and Casablanca, now has more than 2200 employees and aims for a center of excellence of 3300 ALTEN employees by the end of 2027. It is now a strategic player in supporting the professional development of engineers.
Our mission: to meet the technological ambitions of our clients - major international clients - in the automotive, rail, R&D and IT, telecommunications, and media sectors.
Joining ALTEN Morocco means joining an ecosystem of excellence and benefiting from:
• A personalized and evolving career path
• An ambitious skills development policy
• A stimulating, collaborative, and meaningful work environment
Discover the testimonial of Hajar Bououd, HR and Communication Director at ALTEN Morocco in Challenge Maroc magazine by clicking here: https://bit.ly/3QMntIc
Company culture :
Alten Maroc is defined by a deeply collaborative culture, focused on people, trust, and strong team support, with hands-on managers who guide and develop talent.
This environment is enhanced by a strong drive for innovation, encouraging creativity, initiative, and experimentation across projects.
A structured and disciplined organization ensures efficiency, rigor, and quality in engineering delivery.
Performance and ambition are part of the culture as well, supporting collective success while maintaining a positive and caring atmosphere.
Job :
1. Management of L2 teams
- Direct management of Level 2 teams
- Management of workload, capacity, and resource allocation
- Incident dispatch and prioritization
- Definition and monitoring of individual and collective objectives
- Support for employees in their career development
- Development and monitoring of skills development plans
2. Training and skill development
- Creation and monitoring of team training plans
- Development of versatility and functional coverage
- Support for the transformation towards a global and cross-functional support model
- Promotion of the use of AI and automation tools in daily activities
3. Knowledge Management
- Enrichment, structuring, and maintenance of the knowledge base
- Definition of documentation and capitalization standards
- Use of Group tools (ServiceNow, Teams, SharePoint, Copilot) to ensure the dissemination and longevity of knowledge
- Implementation of a Knowledge-Centered Support approach
4. Operational excellence
- Leading continuous improvement of Level 2 support
- Management of corrective and preventive actions
- Coordination of activities between L2 and L3 teams
- Monitoring of expertise requests and developments reported to higher-level teams
5. Incident management and governance
- Active participation in processes:
- Incident Management
- Problem Management
- Major Incident Management
- Coordination of cross-team resolution actions
- Leading operational governance meetings with stakeholders
- Identification and reporting of friction points, risks, and improvement needs
6. Performance monitoring
- Definition and monitoring of operational KPIs
- Production of dashboards and management reporting
- Analysis of trends, volumes, service quality, and user satisfaction
- Proposal of continuous improvement plans
7. Recruitment and onboarding
- Identification of resource needs
- Participation in recruitment processes
- Selection of profiles aligned with Level 2 needs and Group strategic orientations
- Organization and management of new employee onboarding
Required profile :
- Degree: Master's degree in IT
- 8 years of experience
- Languages: French and English mandatory (fluent level)
- Experience: Significant experience in managing technical teams and IT support
- Technical skills: Proficiency in IT service management tools (ServiceNow, SharePoint, Teams, Copilot)
- Soft Skills: Leadership, analytical skills, priority management, communication
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