Global IT Service Desk Leader — Elevate Employee Experience

Pluxee; Issy-les-Moulineaux; Sur place; EUR 90 000 - 120 000; Plein temps

Résumé du poste

Pluxee, a leader in employee benefits, is seeking a Global and HQ Service Desk Manager to lead the worldwide service desk and headquarters support. You will ensure high-quality, user-focused IT support, spanning multiple locations and teams.

You will drive incident management, governance, and continuous improvement while partnering with infrastructure, security, and business teams to enable a modern, digital workplace for a multinational workforce.

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.

Responsabilités

• Lead the Global Service Desk and Headquarters support operations, ensuring consistent, high-quality, user-centric IT support across locations.
• Oversee incident, request, and escalation management, ensuring timely support and SLA adherence.
• Monitor service quality, KPIs, and user satisfaction; drive corrective actions and continuous improvement.
• Enhance employee experience through process improvements, knowledge management, self-service, automation, and digital workplace practices.
• Collaborate with infrastructure, workplace, cybersecurity, business applications, and regional IT teams for coordinated support.
• Manage service providers and outsourcing partners, ensuring contractual commitments and performance objectives.
• Develop and inspire internal teams and external resources, fostering a culture of customer focus and continuous learning.
• Operate in a highly international environment with distributed teams; travel may be required.

Connaissances

Fluent English

Fluent French

Leadership

Stakeholder management

People development

Vendor management

IT service management

Analytical skills

Formation

Bachelor’s or Master’s degree in Information Technology, Computer Science, Engineering, or a related field

ITIL Foundation certification or equivalent Service Management qualification

Additional certifications in Service Management, Workplace Services, Customer Experience, Agile, or Project Management

Description du poste

Pluxee, a leader in employee benefits, is seeking a Global and HQ Service Desk Manager to lead the worldwide service desk and headquarters support. You will ensure high-quality, user-focused IT support, spanning multiple locations and teams.

You will drive incident management, governance, and continuous improvement while partnering with infrastructure, security, and business teams to enable a modern, digital workplace for a multinational workforce.