IT Support Manager N2

About the role

The IT Support Manager N2 will lead the Level‑2 support team for ALTEN Maroc, ensuring high‑quality incident resolution and continuous improvement of service delivery. You will be responsible for capacity planning, knowledge management, and driving the adoption of AI‑based automation tools.

Key responsibilities

• Directly manage L2 support teams, allocate resources, and prioritize incidents.
• Define and monitor individual and collective performance objectives.
• Develop and execute training plans to increase team versatility and support a global, transversal model.
• Maintain and enrich the IT knowledge base using ServiceNow, Teams, SharePoint, and Copilot.
• Lead continuous improvement initiatives, corrective and preventive actions, and coordinate with L3 teams.
• Participate in Incident, Problem, and Major Incident Management processes and governance meetings.
• Define, track, and report operational KPIs, dashboards, and service quality metrics.
• Identify recruitment needs, take part in hiring, and oversee onboarding of new staff.

Required profile

• Bachelor’s degree (Bac+5) in Computer Science or related field.
• Minimum 8 years of experience in IT support management, preferably with senior‑level responsibilities.
• Fluent in French and English (professional level).
• Proven leadership, analytical, and communication skills.

Required skills

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