IT Support Team Leader

CMA CGM ABOUT US

Led by Rodolphe Saadé, the CMA CGM Group is a global leader in shipping and logistics, serving over 450 ports across five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division, CMA CGM AIR CARGO, the Group continually innovates to offer customers a comprehensive and increasingly efficient range of shipping, land, air, and logistics solutions.

The Group demonstrated its commitment to technological innovation and advancements. Led by Rodolphe Saadé, the company has strategically invested in technology to enhance its operations and maintain its competitive edge in the industry.

CMA CGM has embraced digital transformation by integrating advanced technologies into its shipping and logistics processes. The Group's smart shipping initiatives leverage big data, artificial intelligence (AI), and the Internet of Things (IoT) to optimize vessel operations, improve fuel efficiency, and reduce carbon emissions. These technologies enable real-time monitoring and predictive maintenance, ensuring that the fleet operates at peak performance.

To drive continuous innovation, CMA CGM has established several innovation centers and formed strategic partnerships with technology leaders. Among these are collaborations with Zebox, a leading startup incubator, and Google, a technology giant. These partnerships are focused on developing cutting-edge solutions that address the evolving needs of the shipping and logistics industry. Collaborations with tech companies and startups enable CMA CGM to stay at the forefront of technological advancements and implement innovative solutions across its operations.

Operating in 170 countries with a network of more than 450 offices and 800 warehouses, the Group employs over 160,000 people globally, including 4,500 in Marseilles, where its head office is located. The Europe Regional Office oversees 31 countries in Europe, managing over 90 offices and more than 3,200 employees.

YOUR ROLE

Manage daily IT support activities for the UK IT team, ensuring departmental availability during core business hours and that local IT support remains customer-focused while delivering effective services to the business.

Provide second-line IT support for all UK Group companies across the UK and Ireland, supporting over 500 users both in person and remotely at multiple locations. Responsibilities include preparing monthly reports on UK IT team performance and proactively identifying opportunities to improve service levels.

In addition to IT support duties, this role involves assisting with daily monitoring, administration, and support of the local infrastructure environment. The infrastructure comprises several physical servers that host approximately 30 virtual servers, with off-site replication.

WHAT YOU'LL BE DOING

• Ensuring all requests and incidents within the Global Helpdesk system
• Manage UK & Ireland support queues
• Create and maintain a customer focused IT support environment
• Provide an effective L2 Helpdesk service to employees (in person / remotely)
• Create and maintain a good relationship with Global L1 Helpdesk
• Organise UK IT Team resources, ensuring sufficient shift coverage to support business operations
• Provide Active Directory support
• Provide PC/Laptop support (hardware and software)
• Support all CMA-CGM applications (including subsiduaries)
• Document technical processes, best practices, and IT procedures to ensure efficiency and knowledge sharing.
• Provide timely and effective technical support of computers, servers and mobile devices
• Provide a secure and reliable electronic environment.
• Monitor daily backup procedures ensuring compliance
• Organise regular travel to UK & Ireland offices for proactive IT Support (6 offices)
• Occasional travel to other European offices could be a possability

Key Performance Indicators

Significant IT support experience in a business IT environmentKnowledge of Microsoft Windows 11 & Server 2019 / 2022Knowledge of Active Directory / DNS / DHCPGreat customer service and IT troubleshooting skillsAttention to detailAbility to work on own initiative and as part of a teamExcellent time management skillsKnowledge of VM Ware hosting Environments desirable

Additional Information

This role will require occasional travel within the UK and possibly Europe.

Profile and Required Skills

• Microsoft Windows (Clients) -Windows 11
• Microsoft Windows 2019 / 2022 Server
• Knowledge of Active Directory Administration
• Knowledge of Hyper-V and VMWare virtualisation - desirable
• Knowledge of Microsoft Office 365 / Teams telelphony
• Experience using an IT ticketing system based around ITIL framework
• Knowledge of PC deployment via SCCM
• IT Security (Antivirus software / Spam / Phishing awareness etc )

Practical and Technical Knowledge

• Microsoft Windows operating systems
• Active Directory / DNS / DHCP etc.
• Virtual environments (VMWare and Hyper V) desirable
• Understanding of ITIL best practises
• Aptitude for troubleshooting
• Proactively drives innovation and stays ahead of emerging technologies

WHAT DO WE OFFER?

Not only do we offer a competitive salary, we also offer a generous benefits package including:

• 25 days annual leave (plus public holidays) increasing with length of service plus additional day over Christmas period and the opportunity to buy/sell annual leave
• Discretionary annual bonus
• Enhanced pension scheme up to 15% total contribution
• Life assurance x4
• Private healthcare (BUPA), BUPA Dental Plan + Healthcare Cash plan
• Hybrid Working
• Cycle to work scheme/ Season ticket loans
• Enhanced policies including Maternity & Paternity
• Employee recognition awards

CMA CGM respects, supports and values diversity in all forms. We seek to avoid discrimination and are committed to equal opportunities for all our employees.

Our long-held inclusive policy improves performance, creates growth opportunities for all, aligns with our customer's values and enhances employee engagement.

Join us and discover a world of opportunities!