CMS & Digital Support Manager (H/F)

This job description is currently under review and subject to validation. Adjustments may be made before the final version is released.

PURPOSE OF THE JOB

The IT Support Supervisor is responsible for overseeing the IT support team at Club Med, ensuring efficient resolution of technical issues and optimal operation of IT systems. This role involves coordinating support tasks, managing IT resources, and enhancing user experience. The IT Support Supervisor plays a crucial role in maintaining service quality and aligning IT operations with business needs.

GENERAL MISSIONS

1. Team Coordination and Supervision

• Lead the IT support team to ensure prompt and effective resolution of support requests.

• Allocate resources and assign tasks based on priorities and expertise within the team.

• Monitor team performance and provide guidance for continuous improvement.

2. Technical Issue Management

• Identify recurring technical issues and develop strategies for long-term resolutions.

• Ensure systematic documentation of support incidents for reference and analysis.

• Collaborate with other IT departments to resolve complex technical problems.

3. User Experience Enhancement

• Implement user-friendly solutions to improve IT system accessibility and functionality.

• Conduct regular evaluations of user satisfaction and adapt strategies accordingly.

• Provide training sessions to familiarize employees with new IT tools and systems.

4. Resource Allocation and Monitoring

• Mana n e the inventory of IT equipment and ensure timely updates and replacements.

• Track resource utilization and system performance to maintain optimal availability.

• Implement measures to enhance system security and efficiency.

5. Reporting and Strategy Development

• Prepare reports on support team activities and system performance for management review.

• Use data-driven insights to recommend strategies for optimizing IT operations.

• Drive initiatives to align IT support functions with organizational goals.

6. Management & Leadership

• Create a structuring and inspiring framework: Provide a clear and engaging environment, give meaning to actions and embody the Club Med Spirit.

• Develop and empower teams: Help them develop their skills, encourage autonomy and initiative.

• Ensure operational excellence: Manage performance with rigor and benevolence, optimizing time and resources.

KPI (position requirements objective )

• Average Resolution Time: Duration taken to resolve support requests.

• User Satisfaction Rate: Feedback from employees regarding IT support services.

• Incident Recurrence Rate: Frequency of repeat technical issues

• Resource Utilization: Efficiency in use of IT resources and equipment.

• Team Performance: Evaluation of support team effectiveness and productivity.