Job Description

Reporting to the IT Manager, you will join an international IT Helpdesk team currently composed of 6 members based in France and the United States. As part of our global expansion, we are also building up the team in India. You will play a key role in supporting the recruitment, onboarding, and management of this recent team, contributing to its structuring and long-term development.

As an IT Support Supervisor, you will combine operational supervision with a strong hands-on involvement in complex support activities.

Your role is critical in ensuring a high level of service quality for the Sia Group worldwide, covering:

- global IT asset management,

- supervision of Hybrid L1/L2 support activities,

- direct involvement in complex incidents,

- and dedicated support for VIP users.

This is not a purely managerial role: you will actively handle tickets, support users, and assist the team on advanced or sensitive cases.

Key Responsibilities

Operational Support (Hands-On)

- Diagnose and resolve complex IT incidents through multiple channels (ticketing system, phone, Teams, on-site).

- Act as an escalation point for L1/L2 support on advanced technical issues.

- Provide high-level support to VIP users, ensuring discretion, responsiveness, and service excellence.





- Participate in on-site interventions when required.

Support Supervision & Team Assistance

- Supervise daily activities of the Hybrid L1/L2 support team (France / international scope, with a Day/night shift)

- Support and mentor technicians in incident resolution and troubleshooting.

- Ensure proper prioritization, SLA compliance, and service continuity.

- Actively assist the team during peak workload or complex situations.

Knowledge & Process Improvement

- Maintain, update, and improve the Sia IT Knowledge Base (KB).

- Contribute to the standardization and optimization of support processes.

- Share best practices and technical knowledge with the team.

Device Management

- Manage MDM solutions (Microsoft Intune, Kandji).

- Work with Microsoft technologies: Microsoft 365, Entra ID (Azure AD), Intune.

- Ensure maintenance and evolution of the global IT hardware fleet (workstations, peripherals).

- Participate in IT migrations and large-scale deployments worldwide.

Coordination & Communication

- Participate in regular meetings with the IT team in France

- Act as a key liaison between support teams and IT management.

- Provide reporting and feedback on incidents, risks, and improvement opportunities.

📌 IT Support Supervisor – Hybrid/(Hands-On Role) (Mumbai)
🏢 Sia
📍 Mumbai