Mismo
4 hours ago
Head of Run & Support (M/F)
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Company information
- Company
- Mismo
- Location
- La Chapelle sur Erdre, Pays de la Loire, France France
- Posted
- 4 hours ago
Job description
A family business for over 30 years, Mismo supports SMEs and mid-sized companies in their digital transformation with tailor-made solutions: IT maintenance, hosting, management software, ERP, etc.
Our strength? A team of 70 employees spread across 6 agencies along the Atlantic coast, recognized expertise, and above all, a caring and human corporate culture.
At Mismo, you are not a number:
🤝 You join a human-sized structure, where proximity, listening, and conviviality are at the heart of our daily lives.
🌱 You evolve in an environment committed to inclusion, well-being at work, and social responsibility.
📈 You benefit from personalized support and real career development prospects.
What we offer you
As part of a newly created position, our Support/Run team (comprising 10 people) is looking for its future manager. Your mission is based on 3 key areas: human-focused proximity management, operational excellence, and contract profitability steering.
And specifically:
Team Management:
Animate, unite, and support your team of IT technicians and administrators on a daily basis
Ensure their skill development: conduct performance reviews, identify training needs, and support skill advancement
Manage service organization: manage schedules, workload distribution, on-call duties, and onboarding of new hires.
Ensure good team cohesion: maintain a positive work climate, foster mutual aid, and a high level of engagement.
2. Service Quality and Production
Guarantee the responsiveness, quality, and efficiency of ticket processing to ensure customer satisfaction
Anticipate resource needs, optimize their allocation, and ensure a clear weekly outlook of upcoming activities
Support teams in critical incidents or complex situations
Monitor indicators (KPIs) via dashboards combining operational and financial performance.
Ensure continuous improvement: optimize processes and leverage the knowledge base/automation to improve operating margin.
3. Financial Steering
Ensure productivity: monitor utilization rates, allocation, and maximize the overall efficiency of the team.
Monitor the financial profitability of service contracts (fixed price, run, support) and ensure alignment between time spent and contractual commitments.
Optimize production costs: analyze the cost of services, identify operational and financial improvement areas, and propose action plans to enhance business performance.
Support pre-sales/renewal activities: provide operational insight during the quoting of new contracts or the renewal of existing ones.
This position is for you if:
You have acquired 3 years of experience in direct supervision of technical teams within an integrator, software vendor, or IT services company. You champion demanding yet caring proximity management, developing your team's autonomy, engagement, and results-oriented culture.
With a technical background, you possess a strong understanding of systems, networks, cloud, and cybersecurity, enabling you to effectively communicate with technical teams and grasp their challenges, without aiming to be the expert in every subject.
Comfortable with economic performance steering, you know how to monitor margin, productivity, and capacity indicators to ensure the sustainable profitability of your activity.
You are at ease in transforming SME environments and can drive change with pedagogy, perseverance, and consistency, making necessary decisions even when they challenge established habits.
Why join us:
A key position with a direct impact on the company's performance
A human-sized company where everyone plays a role
A culture based on trust, proximity, and mutual aid
Up to 2 days of remote work per week
10 days of RTT (Reduction of Working Time)
Swile card credited with €9 per day worked
Required skills
- customer satisfaction
- remote work
- production
- team management
- technical background
- process optimization
- automation
- continuous improvement
- erp
- cloud
- onboarding
- engagement
- performance reviews
- change management
- autonomy
- digital transformation
- cybersecurity
- incident management
- pre-sales
- networks
- pedagogy
- resource planning
- productivity
- rtt
- schedules
- service quality
- service contracts
- systems
- renewals
- dashboards
- perseverance
- financial performance
- knowledge base
- sme
- consistency
- business performance
- utilization rates
- hosting
- management software
- skill development
- quoting
- team efficiency
- allocation
- it maintenance
- operational performance
- training needs
- integrator
- action plans
- ticket processing
- production costs
- work climate
- workload distribution
- complex situations
- on-call duties
- team cohesion
- key performance indicators (kpis)
- service organization
- results-oriented culture
- improvement areas
- contractual commitments
- technical supervision
- mutual aid
- proximity management
- critical incidents
- economic performance
- it technicians
- software vendor
- it administrators
- support contracts
- financial steering
- workforce optimization
- swile card
- operating margin
- fixed price contracts
- run contracts
- cost of services
- it services company (esn)
- margin indicators
- capacity indicators
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