Wayou
IT Operations & Support Manager @Maison Margiela
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WORK HISTORY
IT Operations & Support Manager @Maison Margiela
Ville de Paris, FR
As IT Operations & Support Manager, I oversee day-to-day IT operations across retail stores and corporate environments, ensuring service reliability, performance and a strong end-user experience.I manage and support an IT team of 2 IT Specialists, coordinate external vendors, and lead IT support activities across L1, L2 and L3 levels.My role includes structuring IT Service Management processes (incident, request, change), defining and monitoring SLA and KPI, and driving continuous improvement initiatives that significantly reduced recurring support tickets.I actively contribute to IT budget planning and governance (OPEX / CAPEX), supporting prioritization and investment decisions.I have delivered 40+ IT projects including store openings and closures, HQ relocation, network and infrastructure upgrades, and the migration of the ticketing tool from Erizone to Jira.I also design pragmatic automation solutions, such as an IT inventory system built with SharePoint and Power Automate, improving efficiency and reducing manual handling time by up to 20 minutes per operation.Key technologies: macOS / iOS, Windows, Active Directory, Microsoft Intune, SCCM, Apple Business Manager, Jira, Cisco Meraki.
EDUCATION
CFI - Centre des formations industrielles
BTS informatique et réseaux pour l'industrie et les services techniques, Mise en réseau de systèmes informatiques et télécommunications
ISEE Business School
Master en Stratégie et Développement, Commerce
SKILLS
ABOUT WAYOU
IT Manager with 10+ years of experience across IT operations, workplace environments and end-user support.I specialize in building reliable, scalable and user-centric IT services across hybrid environments (macOS and Windows), with strong expertise in Microsoft ecosystems (Active Directory, Intune, SCCM) and Apple devices (macOS / iOS).Currently working as an IT Operations & Support Manager in a retail and corporate environment, I lead IT support teams, structure IT Service Management processes (incident, request, change) and contribute to IT budget planning and governance (OPEX / CAPEX).I have delivered 40+ IT projects including store openings and closures, HQ relocation, infrastructure migrations and ticketing tool transitions. I also design pragmatic automation solutions to improve efficiency and service quality.What drives me is turning IT into a reliable business enabler: clear processes, measurable performance, and a strong focus on end-user experience. Based in Paris | Open to IT Manager / IT Operations opportunities
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