IT Support Lead for Leadership Team

Within the Global Infrastructure Services (GIS) Department of CHANEL TECH, the “Service Clients IT” (SCI) is responsible for supporting our internal clients daily in the use of the IT tools and equipment provided (PC, Surface, MAC, iPads, iPhones, Printers, etc.). It relies on a Service Desk, On-Site support, Events support and expertise centers. It serves all our users in France except for boutiques. 

End users support is the visible and concrete link with everything CHANEL TECH delivers, and the SCI strives at service excellence in this domain, especially for our top leaders. We are looking for our IT support for the CHANEL Leadership Team (“LT”) population in France, composed of the CEO, the Global Leadership Team, employees whose mission is strategic for the House, and their respective Executive Assistants.  

As LT support, you will be the primary contact for this population and manage their requests until resolution. The Leadership Support lead reports to the IT Campus Support Manager, one of the SCI Organization service lines. 

Your main missions will be: 

Provide tailored and high-level support to LT users in France: 

• Gather user needs and advise on suitable hardware and software 

• Prepare and deliver IT equipment (PC, Mac, iPhone, iPad, printers) 

• Train users on IT tools and communicate best IT practices 

• Monitor requests/incidents 

• Handle incidents, resolve or escalate them 

• Conduct proactive analysis of installed hardware and software (anticipate password changes, monitor updates, incidents, renewals, etc.) 

• Support strategic meetings in France and possibly abroad 

• Ensure the completeness of the CMDB for LT users 

• Continuously adapt the LT support offer 

• Provide reporting on LT support activities 

Participate in projects to ensure smooth deployment for LT users: 

• Analyze the impacts of future deployment projects and report them to project teams 

• Adapt communication and change documentation for different stakeholders 

• Develop the deployment plan according to constraints 

• Write knowledge base articles for LT Support 

Participate in extended support for LT users worldwide: 

• Represent LT support France in global LT committees 

• Support LT users during trips in France in coordination with local LT support technicians 

• Provide remote support to non-France LT users during standard hours to ensure follow-the-sun support (e.g., support US-based LT users during local night hours) 

• Capitalize on LT support to adapt projects for Business Priority users (N-1 of a LT user or users with sensitive activities): 

Identify improvement areas for Business Priority users  (Business Priority is the category of users between standard users and LT users) with the End User Support services team 

Monitor the quality and indicators of Business Priority support 

PROFILE 

Technical Skills: 

• Proficiency in Mac and Windows environments, as well as mobile technologies 

• In-depth knowledge of collaboration and communication tools (Microsoft Office, Outlook, etc.) and networks 

• Knowledge and mastery of the Service Now ITSM solution 

• Experience in Office Support 

Operational Excellence and Communication: 

• Excellent communication skills, both oral and written French and English 

• Proactivity and Initiative mindset, with a strong sense of service and customer satisfaction 

• Ability to work in a complex environment and to manage crisis situations with calm and efficiency  

• Ability to train and support high-level users 

• Discretion and respect for confidentiality, and at the same time, Collaboration and team spirit 

Flexibility and Availability: 

• Adaptability and ability to integrate into a demanding and constantly evolving environment 

• Ability to travel frequently for interventions on various sites and occasionally abroad 

Location: Neuilly with daily travel to our Parisian sites