Team Lead IT Support

We are papernest

Our ambition? To be the one and only platform to manage all the subscriptions with one single click.

Since our launch in 2015 we haven’t stopped growing: we are now 1000 employees, 1M customers, we work in 5 European markets and we have offices in Paris, Reims, Barcelona and Warsaw. We have doubled in size each year and we are determined to keep moving forward In fact new markets are being launched as we speak

We are proud to be part of the top 120 French tech startups for the third year in a row and we are convinced that all great success comes first and foremost from a great team. Here you can see more about our people

To face the next challenges, we are looking for a **Team Lead IT support**

**️As a Team Lead IT, you will**:
IT support is a real challenge as the IT team has to handle 3 offices (Barcelona, Paris and Reims) and a fast-growing population with a lot of specificities (call centers, technical teams, corporate,). Therefore Papernest is looking for its team lead to manage the IT team, keep a good organization to handle the different requests, issues from the different teams, managing hardware and software, keep coordination with other team and keep process updated.

The different missions are:

- Lead a growing team of 5 IT support techs in two countries (Spain, France)
- Manage the IT Processes to ensure excellent customer service with different escalation layers (L1, L2)
- Manage IT planning
- Be part of the day-to-day tasks with the team (ticket, onboarding, HW management)
- Manage relationships with other Papernest departments and follow quality KPI
- Ensuring quality assurance, compliance, regulatory and legal obligations are met
- Support recruitment, training and induction, and coaching strategy across the IT.
- Deploy an Inventory management through MDM
- Ensuring an up-to-date documentation

**About you**:
You have:

- **At least 3** **years** of experience in a similar role
- Very **good knowledge of IT support or Service Desk models.**:

- Degree in IT management engineering, systems engineering, computer engineering or similar
- Excellent communication and **leadership skills**. Very good** English is mandatory**:

- Ability to** lead and motivate an IT Support team**:

- Knowledge following software or suite:

- Main market OS (Windows, MacOS, Linux)
- Ticketing systems (**Freshservice**, Freshdesk, Jira Service Management, Zendesk)
- Inventory management systems (**Freshservice**, Snipe-IT, Lansweeper, PDQ inventory)
- MDMs (**VMWare Workspace ONE**, Intune, Jamf)
- Active Directory Domain Service
- Security Management tools
- ITIL foundations and knowledge of **networks **(routing, switch configuration,) are advantages but not mandatory
- Having a startup experience is preferable

You are:

- Good communicant
- Open and Service
- Fast problem solver
- Rigourous

**What we offer**:
**By joining papernest you will benefit from a package composed of**:

- Stock options (BSPCE)
- Bonus on OKR
- Sanitas health insurance, covered at 50% by papernest
- Flexible Remuneration System, allowing you to dedicate a part of your salary to tax free services (restaurants, childcare, transport,...), and thus save money

**... and you will be part of a working environment which is**:

- **Flexible** thanks to a remote friendly policy (possibility of 2 days of home office per week),
- **Inclusive**, everyone has their place at papernest, and with more than 46 different nationalities, it is not uncommon to start a sentence in English et de la finir en Français o en español
- **Comfortable,** with incredible offices and 1500 m2 of terraces and garden, all 5 minutes from the beach, perfect for sunny lunches,
- **Team oriented** with regular events and team buildings
- **Exciting and challenging**, where you will find the necessary resources to develop your career thanks to our internal mobility policy.
- **Tasty** : free breakfast every Tuesday

**Hiring process**:

- First qualification call with Clara, member of the TA team
- An interview with Cyril, our CTO and Andrea, our Head of Infrastructure
- An interview with members of the IT

If this is your challenge, don't miss it

We look forward to meeting you, no matter your gender, race, age, religion, disability, or sexual orientation. Our selection processes and workplace are inclusive and adapted for everyone, diversity is an asset in our teams