Service Desk Manager H/F

Created in 2017, The Independents is an entrepreneur-driven community of industry-leading experts, delivering global, connected solutions for luxury, fashion and lifestyle businesses to become culture brands. The Independents brings together a unique, future-fit ecosystem of services for ambitious businesses who seek to impact global culture around 3 key pillars:

• Experience: Atelier Athem, Atelier Lum, Bureau Betak, INCA, K2, Kennedy, Prodject We are Ona

• Communication, Strategy & influence: 2x4, Ctzar, Karla Otto, Lefty, Lucien Pages, Sunshine, The Qode

• Content: Bureau Béatrice, Bureau Future, Sunshine, Terminal 9 Studios

Providing clients with end-to-end solutions to become key culture brands, the group aligns a global perspective with on-the-ground, local insights. As such, the collective is powerfully positioned to offer streamlined strategy, creative services, talent partnerships, influencer marketing, communications and bespoke experiences for leading brands across key markets, by way of its presence in Milano, Paris, London, Munich, New York, Los Angeles, Hong Kong, Beijing, Shanghai, Singapore, Tokyo, Seoul, Dubai, Riyadh and Jeddah.

Since June 2023, The Independents Group is backed by Banijay, a FL Entertainment company, and Towerbrook Capital Partners.

MISSIONS

1. End-User Support & Training (Google, Microsoft, Mac, PCs) with Team Management Opportunity

• Provide a wide range of end-user IT support:

• Day-to-day on-site support to 300+ on-site users at the company’s modern, newly inaugurated headquarters in Paris.

• Google support and administration to 1000+ Google Workspace users globally, in 10+ domains / sub-domains

• Contribution to group-wide end-user support for 2000+ users globally

• Manage IT onboarding and offboarding processes in close collaboration with the Human Resources department, including setup of user accounts, configuration of devices (Mac, PC, mobile), user archiving and resetting of returned equipment.

• Manage user requests and incidents, troubleshoot IT equipment and software issues

• Deliver training sessions on IT systems, Google Workspace tools, security best practices, and custom internal applications.

• Opportunity for career growth, including the potential to supervise a team of 2 to 3 people.

2. IT Workspace, infrastructure and inventory management on Paris site

• Ensure the smooth operation of IT services for both on-site and remote users by monitoring performance, proactively addressing incidents, and leading responses during IT crises with clear escalation procedures, also responsible for the configuration of IT equipment.

• Administer IT systems using Google Admin Console and Microsoft Active Directory, manage user rights, and enforce cybersecurity protocols.

• Research and evaluate new equipment, software and services, assisting in capacity planning system upgrading and design. Assist in the installation of new and existing hardware and software

• Responsible for accurately tracking inventory of hardware and digital assets, and responsible for maintaining stocks of all IT and print consumables. Oversee license provisioning across subdomains within the Google Workspace environment and optimize license usage.

• Manage workstations and mobile device fleet using Google Workspace MDM features, Microsoft Intune and Apple Business Manager: device enrollment, security policies, and remote wipe capabilities.

• Maintain on-site infrastructure such as networks, audiovisual systems, and meeting room equipment.

3. Administration & Vendor Management

• Negotiate and manage contracts with IT vendors

• Manage external IT support service providers

• Manage the Paris site IT budget, ensure cost-effectiveness and report on allocation of IT budget

4. Governance, Security & Policy Management

• Contribute to development and enforcement of IT policies aligned with business objectives and regulatory requirements.

• Contribute to implementing and maintaining email security standards including DKIM, SPF, DMARC, and MTA-STS.

• Partner with Cybersecurity team on Google Workspace security best practices, covering authentication/authorization (OAuth, SSO, service accounts), sharing rules, trust policies, and DLP.

5. IT Projects, including IT Service Management

• Actively contribute to defining and implementing IT Service Management processes, including request, incident, problem, configuration and change management.

• Provide expertise for IT transformation initiatives and actively contribute to the implementation of new projects such as a ticketing system.

• Collaborate with the rest of the IT team to plan and execute data and email migrations to and from Google Workspace.

PROFILE

We are looking for a skilled IT Technical Specialist with strong expertise in broader IT infrastructure. You will be part of a global, collaborative IT team, supporting users worldwide and working closely with business and technical teams.

Key Qualifications

• Minimum bachelor's degree (Bac +3) with 5 to 10 years of experience

• Fluent in English and French, able to communicate and train in both languages.

• Solid experience in IT support and operations, including end-user support, workstations support, Lan and network support, printer support. Experience in Cloud migrations will be appreciated

• Knowledge and/or experience in ITIL and IT Service Management (request, incident, problem, configuration and change management)

• Experience in helpdesk team management will be appreciated

• Experience with the Google Workspace environment - including user management, security, license optimization, and integrations - is a plus.

• Proficiency using IT administration tools such as Google Admin Console, Google MDM, Microsoft Active Directory, Microsoft Intune, Apple Business Manager, Cisco Meraki platform

• Knowledge of security and compliance standards, familiar with DKIM, SPF, DMARC, access control, and data protection

• Team-oriented, comfortable collaborating with a worldwide IT team

• Excellent communication skills, both written and verbal, and confident to deal with all levels of staff across the business

• Accuracy, attention to detail, flexibility in approach and ability to work in a fast-paced environment and to adapt to changing priorities

• Excellent organizational and time management skills, ability to work both autonomously and under direction

• Proactive problem solver providing advanced L2/L3 support and incident management.

• Engagement and motivation, willing to go above and beyond the call of duty in order to complete a project accurately and on time or to resolve an incident

• Eager to learn and stay updated on Google Workspace and IT best practices.

• Google Workspace / Google Cloud certifications are a plus

Work Location

Based in Paris at a primary office location, with the possibility of partial remote work. Regular presence required at other Paris-based sites.

What We Offer

• Daily exposure to passionate teams working with top luxury, fashion and lifestyle brands.

• A meaningful role, close to end-users, with visible impacts daily

• A modern and engaging work environment with the latest technologies (including Cisco Meraki, Clickshare, Neatbar, Intune, Google MDM, Apple Business Manager)

• The opportunity to progress to a team management role

• Exciting technical projects including an IT Service Management project