Global IT Service Desk Leader: Automation & Experience

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, 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.