IT Support Manager – Level 2

About the role

As an IT Support Manager – Level 2 you will lead the second‑line support teams within ALTEN Morocco, ensuring efficient incident handling, knowledge sharing and continuous improvement of support processes.

Key responsibilities

• Directly manage L2 support teams, overseeing capacity planning, incident dispatch and prioritisation.
• Define and monitor individual and collective objectives, supporting career development and skill‑building plans.
• Drive knowledge‑management initiatives: enrich, structure and maintain the knowledge base using ServiceNow, Teams, SharePoint and Copilot.
• Promote AI and automation tools to enhance daily support activities.
• Coordinate with L3 teams, manage incident, problem and major‑incident processes, and lead governance meetings.
• Track operational KPIs, produce dashboards and reporting, and propose continuous‑improvement actions.
• Participate in recruitment, onboarding and training of new L2 resources.

Required profile

• Proven experience leading IT support or service‑management teams.
• Strong understanding of incident, problem and major‑incident management processes.
• Ability to coach and develop team members, fostering a culture of knowledge sharing.
• Experience driving transformation toward a global, cross‑functional support model.

Required skills

• ServiceNow
• Microsoft Teams
• SharePoint
• Copilot (AI assistance)

What we offer

• Diverse career paths with internal mobility across sectors and locations.
• Certified and degree‑granting training programmes.
• Regular events promoting well‑being and performance.