About Doctolib

Doctolib is a purpose-led company that strives for a healthier world with more than 2,800 employees across France, Italy, and Germany. Since 2013, Doctolib has been improving the daily lives of more than 340,000 healthcare professionals by providing them with new-generation technology and services. Doctolib also serves more than 70 million Europeans, offering a fast, frictionless and secure journey for all their care needs.

Job description

In order to provide Doctolibers with the best possible experience and to keep pace with Doctolib's strong growth, we are looking for an IT Service Desk Team Leader. On a day-to-day basis, you'll be in charge of the Service Desk, the single point of entry for all IT requests and incidents from Doctolibers working in the 4 countries in which Doctolib currently operates (Germany, France, Italy, Netherlands).  

About the job:

• Control and coordinating the service desk's support activity, with overall monitoring of the international backlog of tickets, with the aim of meeting the support team's qualitative and quantitative targets.
• Carry out reporting and be able to determine the root causes of potential SLO overruns.  
• Contribute to the creation, improvement and documentation of internal and external team processes.
• Work in collaboration with LVL 2 and squads, which may be based in other countries.
• Define and monitor service desk technician schedules.
• Ensure that technicians' missions when on site are well defined and carried out.
• Participate in the recruitment of technicians and the day-to-day management of team members.
• Define and manage the individual objectives of service desk technicians and support their individual professional development.
• Business travel possible, to another site in France or abroad.

Core Requirements:

• You have a BTS diploma or an IT-oriented background.
• You have at least 3 years' experience in an IT or non-IT support position.
• You have a signaficant experience as Team Leader in IT environment.
• You are used to contributing to projects.

 Soft skills:

• Excellent written and oral communication skills and the ability to interact effectively with peers and users are required.
• Good interpersonal skills and ability to work as part of a team.
• Initiative, problem-solving skills and ability to synthesize information.
• You're rigorous, organized and autonomous, while remaining accountable to your manager through regular reporting.
• You have a sense of service and are a real "solution maker".
• You are fluent in English.

 

The interview process

 

• HR screen
• Interview with Manager
• Case Study 
• Final interview with the IT Director
• Reference check
• Offer !

 

What we offer

 

• A stock-option program for each Doctoliber;
• Quarterly bonuses and a competitive package;
• A 6-month dedicated onboarding program - the Doctolib Academy;
• Continuous training programs on all key competencies (English, soft skills, expertise);
• Transparent internal mobility opportunities you're welcome to apply for;
• 2 days per year to help health charities and create a positive social impact - the Solidarity Days;
• Mental health and wellbeing offer in partnership with moka.care;
• The Doctolib Parent Care Program, including extended parental leave, meet-ups and inspiring conferences;
• High-quality office spaces supporting collaboration, health and wellbeing;
• A subsidy from the work council to refund part of the membership to a sport club or a creative class;
• A competitive health insurance paid 100% by the company;
• Subsidy for lunch and various food offers in our offices;
• A flexible workplace policy offering both hybrid and office-based mode;
• Flexibility days allowing to work in EU countries and the UK 10 days per year;
• A support for relocation in case of international mobilities and new joiners arriving to France, Germany and Italy from another country.

 

Job details

 

• Permanent position
• Full Time
• Levallois
• Start date: Asap
• Remuneration : fix + bonus on objectives
• A stock options plan for every Doctoliber

 

At Doctolib, we believe in improving access to healthcare for everyone - regardless of where you come from, what you look like. This translates into our recruitment process: Doctolib is an equal opportunity employer. We don't just accept diversity at Doctolib, we respect and celebrate it!

The more diverse ideas are heard, the more our product will truly improve healthcare for all. You are welcome to apply to Doctolib, regardless of your gender, religion, age, sexual orientation, ethnicity, disability, or place of origin. If you have a disability, let us know if there's any way we can make the interview process smoother for you!

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