Job details

Domain

Performance and Support

Job field / Job profile

IT - Operations manager

Job title

Workplace Support Leader

Employment type

Permanent

Professional category

Professional, Engineer & Manager

Part time / Full time

Full-time

Job description

This position contributes to our vision by:
• Lead, supervise, and support the IT support team to ensure efficient service delivery.
• Coordinate IT projects and support activities to meet business objectives.
• Assign tasks, prioritize workloads, and monitor team performance.
• Foster a culture of customer service excellence, accountability, and continuous improvement.
• Act as the escalation point for major incidents and coordinate response activities.
• Coordinate cross-functional teams and stakeholders during complex or transverse incidents.
• Communicate incident impacts, progress, and resolution status to end users and technical teams.
• Prepare and deliver incident reports, analytics, and performance metrics.
• Proactively identify recurring issues and drive problem management initiatives to prevent future incidents.
• Supervise user account administration, including provisioning, modifications, and access controls.
• Support compliance with information security standards, policies, and procedures.
• Oversee Local Area Network (LAN) administration and support activities.
• Maintain accurate documentation of processes, incidents, and inventory records.
• Adheres to safe work practices and contributes to the evolution of the health, safety, and environmental program and culture;
• Regular, predictable attendance is required;
• Other duties may be assigned.

What we offer:
• Competitive salaries
• Paid holidays
• Comprehensive benefits
• Retirement (401K) plans with employer match
• Professional development opportunities
• Tuition assistance
• Over 300 career paths across global sites
Work Culture:
At Safran, we foster a respectful and inclusive workplace where diverse perspectives are valued. We support sustainable career journeys and encourage employees to explore multiple paths for growth. Collaboration is essential to our success, and we are committed to helping every team member thrive. We engage with our communities through educational programs, outreach initiatives, and career events, inspiring future talent to join our mission.
At Safran Electrical & Power, we value service-oriented team players who demonstrate strong interpersonal skills, a positive attitude, and the ability to adapt to our dynamic, innovative environment.
Education and/or Experience
Bachelor's Degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related field.
• Minimum 5 years of experience in IT Support, Service Desk, Infrastructure Support, or a related field.

But what else? (advantages, specificities, etc.)
• Minimum 2 years of experience leading technical teams or coordinating IT support activities.
• Experience managing incidents, service requests, and escalations in an enterprise environment.
Knowledge/Skills
• Experience supporting IT audits and compliance activities. - Intermediate
• Strong customer service orientation and problem-solving capabilities.
• IT Service Management (ITSM) processes and best practices. - Intermediate
• Incident, Problem, and Change Management. - Advanced
• Local Area Network (LAN) administration and troubleshooting. - Advanced
• Active Directory and user account management. - Advanced
• Software asset and inventory management. - Advanced
• Microsoft Windows operating systems and enterprise applications. - Advanced
• Information Security principles and compliance requirements. - Intermediate
• Service Desk and ticketing systems. - Intermediate
• Team leadership and people management. - Advanced
• Resource planning and workload prioritization. - Advanced
• Strong verbal and written communication skills.
• Analytical thinking and continuous improvement mindset. - Advanced
• Strong focus on customer satisfaction and service quality.
Certificates, Licenses, Registrations
• ITIL Foundation Certification - Preferred.
• Relevant certifications such as Microsoft, Cisco, CompTIA, or equivalent are considered an advantage.
Supervisory Responsibilities
• Directly supervises and coordinates the daily activities of the IT Support team across all US entities.

Candidate skills & requirements
• Monitors work to ensure service levels, priorities, and business objectives are met.
• Manages team schedules, workload distribution, vacations, and resource allocation to maintain adequate service coverage.
• Monitors individual and team performance against established Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and departmental goals.
• Ensures adherence to company policies, Information Security (IS) procedures, and IT service management processes.
• Serves as the primary escalation point for complex incidents, major incidents, and customer service issues.
• Facilitates team meetings, communicates organizational priorities, and promotes collaboration across departments.
• Identifies training needs and ensures continuous development of technical and customer service skills within the team.
• Supports a culture of continuous improvement, teamwork, and customer satisfaction.
• Ensures compliance with Health, Safety, and Environmental (HSE) requirements and promotes a safe working environment for all team members.
• Provides input on budgeting, equipment planning, and resource requirements related to IT support operations.
• Conducts performance evaluations, establishes individual objectives, and supports employee development plans.

Highlights from our facility:
As the North American headquarters for Safran Electrical & Power, the Denton, Texas facility brings together a diverse team committed to crafting excellence. Here, we innovate smarter electrical solutions for a better flight-together. Recognized with honors such as the Northrop Grumman Supplier Performance Excellence Award, Sikorsky Elite Supplier, and Boeing Supplier of the Year, we are proud to lead in quality and innovation. Located in the heart of North Texas, Denton offers a vibrant arts and music scene and is home to two major universities!

This description outlines the general nature and level of work for this position. Duties, responsibilities, and qualifications may vary by assignment or group.

Annual salary

Based on Experience

Job location

Job location

North America, United States, Texas

City (-ies)

Denton

Applicant criteria

Minimum education level achieved

Bachelor's Degree

Minimum experience level required

More than 5 years

ITAR Controlled Position: Select "Yes" if role requires U.S. citizenship/permanent residency

No