IT Support Manager – Level 2

About the role

The IT Support Manager (Level 2) leads the L2 support team at ALTEN Delivery Center Maroc, ensuring efficient incident handling, resource allocation, and continuous improvement of support processes.

Key responsibilities

• Directly manage L2 support engineers, plan workload, and allocate resources.
• Dispatch incidents, prioritize tickets, and define individual and team objectives.
• Develop and monitor training plans to increase team versatility and support coverage.
• Enrich and maintain the knowledge base, set documentation standards, and promote Knowledge‑Centered Support.
• Drive operational excellence through corrective and preventive actions, coordinate with L3 teams, and oversee incident, problem, and major‑incident management.
• Define and track operational KPIs, produce dashboards, and propose continuous‑improvement initiatives.
• Participate in recruitment, onboarding, and career development of L2 staff.

Required profile

• Proven experience managing an IT support team (Level 2) in a multi‑site environment.
• Strong understanding of ITIL processes: Incident Management, Problem Management, and Major Incident Management.
• Ability to lead continuous‑improvement projects and mentor staff.
• Excellent communication skills for coordination with L3 teams and business stakeholders.

Required skills

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

What we offer

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