L2 Service Manager

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

The L2 Manager is responsible for managing the Level 2 IT support team, ensuring timely resolution of complex technical issues, maintaining system stability, and supporting IT infrastructure and applications. The role involves leadership, team management, technical expertise, process improvement, and collaboration with other teams to provide the service to end-users and internal stakeholders in order to achieve the service level agreement.

Responsibilities:

• Lead and supervise the Level 2 support team, providing guidance, training, and performance management.

• Lead the troubleshooting and resolution of escalated technical incidents and service requests.

• Implement the incident and problem management processes by collaborating with ITSM manager to minimize downtime and service disruption.

• Oversee the change management process as Change Manager

• Coordinate with Level 1 support and vendors/partners to resolve complex technical incidents promptly.

• Monitor system performance and proactively identify areas for improvement or potential risks.

• Ensure compliance with the regulations, data protection standards, and IT governance policies.

• Develop and maintain documentation of standard operation procedures, knowledge base (KEDB), and IT policies.

• Collaborate with Service Delivery Manager to support system upgrades and enhancements.

• Ensure compliance with IT service management (ITSM) frameworks (ITIL).

• Manage vendor relationships and escalate hardware/software issues as necessary.

• Analyze support metrics and KPIs to continuously improve service quality and team. 

• Participate in disaster recovery and business continuity exercises.

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.

• Proven experience (10+ years) in IT support or operations including supervisory or management experience of L2 team.

• Strong technical knowledge of IT infrastructure and applications.

• Experience with ITSM tools and frameworks such as ITIL, ServiceNow, or equivalent.

• Excellent leadership, communication, and problem-solving skills.

• Ability to work under pressure and handle escalations effectively.

• Relevant certifications (ITIL Foundation, cybersecurity certifications) are a plus.

Preferred Qualifications:

• Experience managing multi-disciplinary IT teams in a 24/7 operational environment.

• Knowledge of private cloud platforms and cybersecurity best practices for critical infrastructure.

• Familiarity with the airport IT systems.

At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.