Global IT Service Desk Leader: Elevate Employee Experience

Pluxee; France; On-site; EUR 70,000 - 110,000; Full time

Job summary

Pluxee is seeking a Global and HQ Service Desk Manager to lead day-to-day operations and ensure high-quality end-user support across multiple locations. You will oversee incident management, escalation processes, and continuous improvement initiatives to enhance the employee experience and service performance.

In this senior role, you will collaborate with infrastructure, cybersecurity, and regional IT teams, manage external partners, and drive automation and digital workplace initiatives while

Qualifications

• ITIL Foundation certification or equivalent Service Management qualification is strongly preferred.
• 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.
• Fluency in English and French (written and spoken) is mandatory; Spanish is a strong advantage.

Responsibilities

• Lead the Global Service Desk and Headquarters support operations to deliver high-quality, user-centric IT services.
• Oversee incident, request, and escalation management activities with a focus on SLA attainment and KPI monitoring.
• Drive continuous improvement initiatives, self-service enhancements, automation opportunities, and knowledge management.
• Collaborate with infrastructure, cybersecurity, business applications, and regional IT teams to ensure aligned service delivery.
• Manage service providers and outsourcing partners, ensuring contractual commitments and performance objectives are met.

Skills

ITIL Foundation

Service Desk Leadership

Stakeholder Management

Multinational Team Leadership

Incident & Request Management

Automation & Digital Workplace

English (fluent)

French (fluent)

Vendor & Service Governance

Education

Bachelor's or Master's degree in Information Technology / Computer Science / Engineering

Job description

Pluxee is seeking a Global and HQ Service Desk Manager to lead day-to-day operations and ensure high-quality end-user support across multiple locations. You will oversee incident management, escalation processes, and continuous improvement initiatives to enhance the employee experience and service performance.

In this senior role, you will collaborate with infrastructure, cybersecurity, and regional IT teams, manage external partners, and drive automation and digital workplace initiatives while