Global & HQ IT Service Desk Manager

Pluxee; Paris; Sur place; EUR 90 000 - 130 000; Plein temps

Résumé du poste

Pluxee, a global player in Employee Benefits and Engagement, seeks a Global and HQ Service Desk Manager to lead day-to-day operations for the Global Service Desk and HQ support services across multiple locations.

You will oversee incident, request, and escalation management, monitor KPIs, and drive continuous improvement, collaboration with cross-functional teams, and automation initiatives to enhance the employee experience.

Qualifications

• 8+ years of experience in IT Support, Service Desk Management, End-User Services, Workplace Services, IT Operations or IT Transformation.
• Proven experience leading organizations in an international environment.
• Strong understanding of Incident, Request, Problem, Knowledge, and Service Level Management processes.
• Experience managing support teams, service providers, and outsourcing partners.
• Experience driving service improvement, operational excellence, and user experience initiatives.
• Experience managing operational KPIs, service reviews, and support governance activities.
• Exposure to workplace technologies, collaboration tools, endpoint services, and digital workplace environments.
• Experience leading distributed teams and operating in multinational environments.
• Fluent English and fluent French (written and spoken) are mandatory
• Fluent Spanish is a strong advantage
• Additional languages are considered a plus
• Strong customer-service and employee-experience mindset
• Excellent stakeholder management and communication skills
• Strong leadership, coaching, and people development capabilities
• Ability to manage and motivate multicultural and geographically distributed teams
• Operational excellence and continuous improvement mindset
• Strong analytical and problem-solving skills
• Vendor management and service governance capabilities
• Ability to drive transformation, automation, and digital workplace initiatives
• Strong knowledge of IT service management practices and support operations
• Ability to work effectively in a global, remote, and multicultural environment
• Flexibility to travel when required by business needs

Responsabilités

• Oversee incident, request, and escalation management activities, ensuring timely support and service levels.
• Monitor service quality, user satisfaction, operational KPIs, and trends; drive corrective actions.
• Improve service processes, knowledge management, self-service, automation opportunities, and workplace support practices.
• Collaborate with infrastructure, workplace, cybersecurity, business applications, and regional IT teams.
• Manage service providers and outsourcing partners; ensure SLAs and performance objectives.
• Develop and inspire internal teams and external resources; foster a culture of customer focus and learning.
• Operate in a highly international environment with distributed teams; travel as needed.

Connaissances

Fluent English

Fluent French

Leadership

People development

Stakeholder management

Analytical skills

Problem solving

Customer service mindset

Multinational experience

Travel flexibility

Formation

Bachelor's or Master's in IT/CS/Engineering

ITIL Foundation certification

Certifications in Service Management, Workplace Services, Customer Experience, Agile or Project Management

Outils

Digital workplace tools

Endpoint services

Description du poste

Pluxee is a global player in Employee Benefits and Engagement that operates in 28 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Well-being, Lifestyle, Reward & Recognition, and Public Benefits.

Powered by leading technology and more than 5,600 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 37 million+ consumers and 1.7 million+ merchants.

Conducting business for more than 45 years, Pluxee is committed to creating a positive impact on local communities, supporting well-being at work for employees, and protecting the planet.

As Global and HQ Service Desk Manager, you will be responsible for leading the day-to-day operations of the Global Service Desk and Headquarters support services, ensuring consistent, efficient, and high-quality support delivery for employees across multiple locations.

You will oversee incident, request, and escalation management activities, ensuring users receive timely support and that operational performance meets agreed service levels. You will monitor service quality, user satisfaction, operational KPIs, and support trends while driving corrective actions and continuous improvement initiatives.

You will play a key role in enhancing the employee experience by improving service processes, knowledge management, self-service capabilities, automation opportunities, and workplace support practices. You will also contribute to the adoption of modern support approaches leveraging digital tools, AI, automation, and service management best practices.

Working closely with infrastructure, workplace, cybersecurity, business application, and regional IT teams, you will ensure effective collaboration across support functions and seamless operational coordination. You will also manage service providers and support partners, ensuring contractual commitments, service levels, and performance objectives are met.

As a people leader, you will develop and inspire internal teams and external resources, fostering a culture of customer focus, accountability, collaboration, and continuous learning. You will support skills development, coaching, and operational maturity initiatives to build a high-performing support organization.

You will operate in a highly international environment, collaborating with geographically distributed teams and stakeholders. Occasional travel may be required based on business priorities and operational needs

Education

• Bachelor's or Master's degree in Information Technology, Computer Science, Engineering, or a related field
• ITIL Foundation certification or equivalent Service Management qualification is strongly preferred
• Additional certifications in Service Management, Workplace Services, Customer Experience, Agile, or Project Management are considered a plus
• 8+ years of experience in IT Support, Service Desk Management, End-User Services, Workplace Services, IT Operations or IT Transformation
• Proven experience leading organizations in an international environment
• Strong understanding of Incident, Request, Problem, Knowledge, and Service Level Management processes
• Experience managing support teams, service providers, and outsourcing partners
• Experience driving service improvement, operational excellence, and user experience initiatives
• Experience managing operational KPIs, service reviews, and support governance activities
• Exposure to workplace technologies, collaboration tools, endpoint services, and digital workplace environments
• Experience leading distributed teams and operating in multinational environments
• Fluent English and fluent French (written and spoken) are mandatory
• Fluent Spanish is a strong advantage
• Additional languages are considered a plus
• Strong customer-service and employee-experience mindset
• Excellent stakeholder management and communication skills
• Strong leadership, coaching, and people development capabilities
• Ability to manage and motivate multicultural and geographically distributed teams
• Operational excellence and continuous improvement mindset
• Strong analytical and problem-solving skills
• Vendor management and service governance capabilities
• Ability to drive transformation, automation, and digital workplace initiatives
• Strong knowledge of IT service management practices and support operations
• Ability to work effectively in a global, remote, and multicultural environment
• Flexibility to travel when required by business needs

What Success Looks Like

• High levels of user satisfaction and service quality
• Stable operational performance and SLA achievement
• Efficient management of incidents, requests, and escalations
• Continuous improvement of support processes and employee experience
• Strong collaboration between Global IT teams, HQ stakeholders, and service providers
• Increased automation, self-service adoption, and service desk maturity
• A skilled, engaged, and high-performing support organization capable of supporting Pluxee's growth and transformation ambitions.
• Paris, FRA_HQ_Issy

Happy at work

1) A meaningful job: Be the change! Help us build the future of employee benefits by bringing to life sustainable and personalized experiences and contribute to make a real impact on millions of lives. Our business model delivers not just for individuals but their communities too, by supporting local businesses and economies.

2) A great culture: People matter - a lot! Be part of a multicultural team that moves as one in a fast paced and innovative environment. We respect and care authentically about our people, we embrace well-being and work-life balance, new ideas and we have a lot of fun!

3) An empowering environment: Be yourself! At Pluxee we proudly embrace diversity and value the uniqueness of our talents, fostering an inclusive workplace where all abilities are celebrated, and equal learning and growing opportunities are a given.