Service Call Manager / Expert N3

At XEFI, performance takes many forms:

📈 Business performance: More than 25 years of growth and an ambition to build a network of 400 agencies across 7 European countries.

💻 IT performance: Mastery of the most advanced technologies for very small businesses and SMEs.

🏃🏼‍♂️‍➡️ Sporting performance & well-being: Health and Sport Programme to stay fit (sport, nutrition, posture at work, well-being)

💼 Professional performance: In-house Academy, e-learning and continuous training to develop your skills.

🤝 Collective performance: Team spirit, results and 5-star welcome at the heart of our culture.

The service call function of XEFI Advanced France is the entry point for requests from mid-sized enterprise (ETI) clients and the first link in the service chain. Its level of performance directly determines the perceived quality of support and the workload passed on to the intervention teams.

The role meets a dual need: to structure the management of a team of 8 technicians and to secure the internal level of technical expertise. The post-holder is at once the line manager of the team, the final level of technical escalation before external referral, and the guarantor of collective skills development.

These three dimensions are inseparable: the managerial legitimacy of the role rests on the technical credibility of its holder.

Your responsibilities

• Team management
  Manage and lead the 8 support technicians: schedules and service coverage, individual reviews and training needs, onboarding of new joiners, arbitrating priorities and managing overloads.

• Level 3 technical expertise and knowledge transfer
  Handle incidents escalated from levels 1 and 2, take charge of critical or high-impact cases, decide and monitor escalations (internal teams, publishers, service providers). Analyse root causes of recurring incidents. Above all, disseminate this expertise through knowledge base, procedures and decision trees to raise the first-contact resolution rate through transfer of skills, and not by absorbing the difficult cases.

• Steering and reporting
  Run the weekly committee as a steering tool: indicators, critical cases, decisions, action plan. Take responsibility for results against KPIs: detect deviations, address the cause, report on the effect. Make indicators readable and usable by every technician. Produce reporting for the operations management and contribute to the configuration of the ITSM (queues, escalation workflows, prioritisation).

PROFILE:

"Soft skills before hard skills" is our motto at XEFI.

You hold a higher education qualification and can demonstrate a successful track record in similar roles.

We are looking for people who are:

🧐 Curious

💥 Dynamic

🔄 Proactive

😃 Smiling