IT Support Leader

Paris or Remote from France /
Engineering – IT Ops /
/ On-site
About BlaBlaCar
BlaBlaCar is the world’s leading community-based travel network, connecting over 100 million members across 22 countries looking to carpool or travel by bus. By sharing rides and filling empty seats on the road, our community avoids 1.6 million tons of CO2 emissions every year (as if Paris was free of road traffic for a year!)
We are a global and diverse team of 700+ people with 45+ nationalities, and headquartered in Paris. We’re constantly looking for new ways to leverage technology to create a more affordable, convenient, flexible and sustainable way to travel. And we are always on the lookout for people who care about making a positive impact.

Your Mission

Lead the IT Support team to develop and implement strategies to successfully scale and improve IT support across the company. The IT Support Leader is in charge of providing all the company team members with world-class IT support during their journey at BlaBlaCar and enabling them to fulfill their mission with efficiency and productivity. This role is to set up the best organization and operational mode and to develop technical knowledge and service management of the IT support team members. This position is key for the overall success of BlaBlaCar as it enables teams over several countries and locations (in offices or remote) to be fully operational and to focus on their business. The IT Support Leader works with IT Experts and contractors specialists to cover Level 1 and Level 2 support. This person will work with the other members of the IT Ops team (Network and System engineers) for Levels 2 and 3, and with many teams in the company and its projects (Facilities, People, Security, other Operated Buses, and Corporate Services teams, etc.)

Your responsibilities

    • Be responsible for the strategy and the operational run of IT Support
    • Ensure operational excellence and apply a world-class Service Management approach relying on best practices like ITIL and on documented and proven processes
    • Drive the IT Support performance by putting in place precise key indicators, sharing them, and analyzing them
    • Coordinate with team members across different locations (France, Ukraine, Brazil)
    • Initiate new opportunities to improve customer satisfaction and increase efficiency by automating processes and potential externalization
    • Assist the IT Operations Manager with the IT Suppliers / Contract Management and defining the vision of the IT Ops team
    • Collaborate with the Security team to constantly review our practices and policies
    • Be present at the office 3 days per week

Your qualifications

    • 4+ years of experience as IT Leader and support, with a significant part in high-growth technology companies (start-up/scale-up) and fast-moving environments
    • Solid knowledge of ITSM
    • Strong troubleshooting and problem-solving skills with the ability to collaborate with others parties and stakeholders
    • Autonomy and ability to manage IT projects
    • Strong customer service culture
    • Clear communication within the team / Regular reports to management
    • Experience with Incident and Problem Management is a plus
    • Fluency in English

    • If you don’t meet 100% of the qualifications outlined above, tell us why you’d still be a great fit for this role in your application!

What we have to offer

    • 🌎 An international environment with over 45+ nationalities
    • 💡 Learning opportunities via access to training, mentorship, internal development programs, or our weekly team-all BlaBlaTalks and Tech & Product Demos
    • 🤝 Team-building events like our weekly afterworks, breakfasts, our annual Coding Night or Impact Day
    • 🌱 A product and a workplace with a strong commitment to sustainability
    • 🧭 Shared BlaBlaPrinciples that are the foundation of our culture and everyday decisions

    • To know more, check out our 100 reasons to join BlaBlaCar

We are dedicated to flexibility, growth and well-being at work

    • 1 additional month parental leave 100% paid
    • Financial support for home office equipment
    • Relocation package and visa support
    • Free unlimited carpooling & bus rides
    • Employee Stock Ownership plan
    • Minimum 25 days holiday per year
    • Local meal plan policies (Swile card in France)
    • 50% transportation paid in France (Forfait Mobilité Durable)
    • Mental health support through

Here is what your hiring journey will look like

    • a 45-min video-call with Chloé Friess, our Talent Acquisition Manager to get to know you, understand your career expectations, and answer your questions
    • a 60-min video-call with Henry Marinho Faiacida, our IT Ops Manager
    • a 60-min video-call with the IT team to assess your technical skills
    • a 60-min video-call with Sébastien Labat, our VP of Engineering, Operated Buses & Corporate Services to help us ensure consistency across teams

    • Usually, our hiring process lasts on average 20-25 days and offers usually come within 48 hours.
BlaBlaCar is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.