About

Fair, Focused, Forward 

iBanFirst is a global financial services provider delivering solutions across banking borders. As an alternative to the traditional bank offer, iBanFirst helps international SMEs to thrive while simplifying their daily operations. To do so, iBanFirst has developed a cutting-edge core banking platform enabling fast, secure and cost-effective multicurrency transactions. Thanks to iBanFirst, financial teams can make and receive payments in over 30 currencies and hedge foreign exchange risks.

Founded in Paris in 2013 by former bank executives and entrepreneurs, iBanFirst is a French company headquartered in Belgium, with operations in France, Belgium, the Netherlands and Germany. It is regulated as a payment institution, passported throughout the European Union, and serves thousands of customers all over Europe. Member of the SWIFT network and SEPA certified, iBanFirst holds AISP and PISP accreditations under PSD2. The company has raised €46m from Xavier Niel and leading European venture capital funds, such as Elaia and Bpifrance Large Venture, among others. In May 2021, iBanFirst completed a growth equity funding round with Los Angeles-based private equity firm Marlin Equity Partners.

Why work for us? 

Being part of our team is a unique opportunity to develop your skills and progress rapidly in an environment at the cutting edge of innovation. 

Job description

We are looking for a qualified IT HelpDesk Manager to join our team. You will be responsible for leading our technical support team to provide excellent customer service and resolve all technical issues for internal users.

As an IT HelpDesk Manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.

What you will do

 You will manage a team of 3 Helpdesk Officers which are responsible for IT onboard/outboard, IT setup and technical support for all our offices across Europe. 

Your mission will be :

• Improve our current tools, processes, and technical documentation,
• Follow-up of KPIs & respect of SLA,

• Contribute to improving customer support by actively responding to queries and handling complaints,
• Ensure customer service is timely and accurate on a daily basis,
• Follow up with customers to identify areas of improvement.

Preferred experience

• Proven work experience as a Helpdesk Officer/Manager,
• Solid technical background with an ability to give instructions to a non-technical audience,

• Customer-service oriented with a problem-solving attitude,
• Capacity to be a multitasks and hands-on person,
• Excellent written and verbal communications skills in both French and English.

Technical skills 

• Jira/Confluence,
• Microsoft environment (W10, Server, AD, O365),
• CMDB (GLPI),
• WatchGuard, Watchguard Cloud,

• Visioconference system (Logitech),
• Okta,
• Cisco/HP Switch,
• vSphere, vCenter

What we offer

• Various missions and projects in an innovative and rising start-up in a thriving industry (fintech)
• A key role and a unique opportunity to shape the future of iBanFirst
• A great, professional and international team with a flat hierarchy
• A nice work environment, in a brand new office located in Paris 8
• Regular offsite and internal events