IT Helpdesk Manager, Deepomatic
More information about location
AI image recognition software
Be an early applicant
AI image recognition software
21-100 employees
Be an early applicant
More information about location
21-100 employees
Company mission
To put quality back at the heart of all the work done in the field to build and maintain the infrastructures of today and tomorrow (internet, renewable energies, mobility, etc.).
Role
Who you are
- Education: Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field. ITIL certification or similar is preferred
- Experience: 3+ years of experience in IT support, with at least 1 year in a management or team lead role, preferably with a global or multi-regional team
- Technical Skills: Strong understanding of IT infrastructure, networks, systems, and support platforms. Minium 1 years’ experience with:
- Microsoft Entra
- Microsoft Intune
- Atlassian Suite (Jira, Jira Service Management)
- Windows, macOS and Linux
- Leadership Skills: Proven experience in leading, coaching, and motivating a diverse team with exceptional interpersonal and communication skills
- Analytical Skills: Ability to analyse data and KPIs to drive process improvements and optimize support workflows
- Customer Focus: Passion for delivering a high standard of service with an empathetic and user-focused approach to IT support
What the job involves
- We are seeking an experienced and proactive hands-on IT Helpdesk Manager to lead and oversee our global team of IT support administrators. Based in our UK office, you will be responsible for ensuring efficient, high-quality, and timely support to end-users across all regions.
- You will directly manage support staff in the US and Belgium, while personally handling escalated or complex issues for UK-based users. This role demands a strategic leader with excellent communication, organisational, and technical skills to ensure seamless support for our global workforce. Willingness to travel internationally is essential
- 1. Team Leadership and Development:
- Lead, mentor, and manage a global team of IT support administrators, fostering a collaborative and high-performing work environment
- Oversee hiring, onboarding, and training of team members, promoting best practices in technical support
- Conduct regular performance evaluations, goal setting, and development planning to enhance team skills and productivity
- Serve as the primary escalation point and hands-on lead for UK helpdesk issues, personally resolving or overseeing resolution of complex or high-priority support requests
- 2. Operational Management:
- Design, implement, and continuously improve the helpdesk workflow, ensuring alignment with industry standards and company objectives
- Develop and enforce service level agreements (SLAs) for ticket response and resolution times, monitoring key metrics and reporting regularly on performance
- Take direct responsibility for the UK helpdesk, ensuring local issues are addressed promptly and effectively
- 3. Process Improvement and Automation:
- Identify opportunities to streamline support processes and introduce automation for ticket management and troubleshooting, reducing response and resolution times
- Collaborate with cross-functional teams to implement new technologies and tools that improve support efficiency and user satisfaction
- Monitor industry trends and advancements in helpdesk support to ensure the organization remains competitive and up to date
- 4. Compliance and Security:
- Ensure all helpdesk operations adhere to internal security policies, data privacy regulations, and compliance standards
- Work closely with the InfoSec team to identify and mitigate security risks related to end-user support and access
- 5. Travel:
- Willingness and ability to travel to US and Belgium offices, or other locations, to support team development, onboarding, or major incident resolution as required
Our take
Deepomatic understands the growing demand for image recognition software to improve user experience. With the rise of AI, image recognition has become a standard technology in the industry. And Deepomatic has seized this opportunity to help businesses and their partners reduce costs, enhance service quality, and streamline field operations.
It provides a no-code visual automation platform adaptable to diverse needs. This means it can be implemented for different sized companies with varied requirements, with clients including leading operators and owners such as Telecom and Swisscom, as well as a bunch of smaller companies.
Having extended operations to the US market, Deepomatic is now looking to ground itself as the leading platform for image recognition. The company has secured significant funding that it is using to accelerate international expansion in Europe, the US, and South America, as well as invest further in its technology and platform development.
Steph
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Nov 2022
$11.8m
SERIES B
Apr 2021
$2.8m
EARLY VC
Total funding: $21.9m
Company benefits
- 100% health insurance coverage (Alan).
- Bicycle expenses covered up to €700 / year (or 75% of the Navigo pass)
- Gymlib sports pass
- 20 days additional paternity leave
- Vacation bonus
- Lunch vouchers: €11,97 per day
- Annual off-site Deepo-seminar
Company HQ
Arts-et-Métiers, Paris, France
Leadership
Augustin Marty
(Co-Founder & CEO)Previously co-founded MYTAB where they served as an Associate. They also spent 2 years at Vinci Energies as a Business Manager.
Vincent Delaitre
(Co-Founder & CTO)Obtained a PhD in Computer Vision from ENS Paris before co-founding Deepomatic in 2014.
Aloïs Brunel
(Co-Founder & CPO)Has a PhD in Computer Science. Previously worked as a Researcher including completing research internships at Ecole Polytechnique and RIMS.
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