Global IT Service Desk Leader

Pluxee; Paris; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Inclusive team culture

Global reach and collaboration

Positive impact and sustainability

Career growth and training

Job summary

Pluxee is seeking a Global and HQ Service Desk Manager to lead the day-to-day operations of the Global Service Desk and Headquarters support services. You will drive incident, request, and escalation management, ensuring timely, high-quality IT support for employees across locations.

You will monitor KPIs, champion continuous improvement, and advance automation, digital workplace initiatives, and knowledge management while collaborating with diverse IT teams.

Qualifications

• 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.

Responsibilities

• Lead day-to-day operations of Global Service Desk and HQ support services.
• Oversee incident, request, and escalation management to ensure timely support.
• Monitor service quality, KPIs, and drive continuous improvement initiatives.
• Foster knowledge management, self-service, automation opportunities, and digital workplace initiatives.
• Collaborate with infrastructure, workplace, cybersecurity, business applications, and regional IT teams.
• Manage service providers and outsourcing partners; ensure SLAs and performance commitments.
• Develop and inspire internal teams and external resources; drive coaching and maturity initiatives.
• Lead distributed, multinational teams; travel as needed.

Skills

Customer service

Stakeholder management

Leadership

People development

Operational excellence

Analytical skills

Vendor management

Automation/digital workplace

IT service management

Global/multinational collaboration

Education

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

ITIL Foundation certification

Additional certifications in Service Management / Workplace Services / Customer Experience / Agile / Project Management

Tools

IT Service Management tools

Job description

Pluxee is seeking a Global and HQ Service Desk Manager to lead the day-to-day operations of the Global Service Desk and Headquarters support services. You will drive incident, request, and escalation management, ensuring timely, high-quality IT support for employees across locations.

You will monitor KPIs, champion continuous improvement, and advance automation, digital workplace initiatives, and knowledge management while collaborating with diverse IT teams.