Helpdesk Support Lead

HCLTech; Lille; Sur place; EUR 90 000 - 120 000; Plein temps

Résumé du poste

HCLTech is seeking a Helpdesk Support Lead to join a client site in Lille, Hauts-de-France, France. The role focuses on central governance of global L1/L2 support operations across multiple countries with emphasis on offshore coordination and SLA/KPI management.

You will coordinate global support activities, manage offshore provider performance, ensure proper escalations to L3, and interface with ITIL governance teams while collaborating with multiple countries and stakeholders.

Qualifications

• Experience in IT support operations (L1/L2/L3).
• Strong knowledge of ITIL processes.
• Experience managing offshore models and offshore providers.
• Ability to monitor and drive SLA/KPI improvements.
• Strong coordination and analytical skills.

Responsabilités

• Coordinate global L1/L2 support operations across countries.
• Manage offshore provider performance and SLAs.
• Monitor SLA/KPI and drive continuous improvements.
• Ensure escalation and coordination with L3 teams.
• Interface with ITIL governance teams.
• Coordinate with countries and stakeholders.

Connaissances

L1/L2/L3 support

ITIL processes

Offshore management

SLA/KPI

Coordination skills

Analytical skills

Outils

Ticketing tools

Description du poste

HCLTech is a global tech company with 225,000+ HCLTechies across 60 countries, offering digital, engineering, and cloud solutions. Serving major industries like Financial Services, Manufacturing, Healthcare, Telecom, and more, its 12-month revenue ending September 2024 was $13 billion.

HCLTech France: +500 HCLTechies. Offices: Paris, Lyon, Toulouse and Blagnac.

We are seeking for a Helpdesk Support Lead to fill the position to join our team at a client’s facility in Lille, Hauts-de-France, France.

• 4 days onsite
• Years of experience: 8+years

Overview:

Central governance role ensuring global orchestration, performance and consistency of L1/L2 support activities across multiple countries.

Responsibilities:

• Coordinate global L1/L2 support operations
• Manage offshore provider performance
• Monitor SLA/KPI and drive improvements
• Ensure escalation and L3 coordination
• Interface with ITIL governance teams
• Coordinate with countries and stakeholders

Mandatory skills:

• Experience in IT support operations (L1/L2/L3)
• Strong knowledge of ITIL processes
• Experience managing offshore models
• Performance management (SLA/KPI)
• Strong coordination and analytical skills

Appreciated skills:

• Multi-country environment experience
• Transformation program exposure
• Ticketing tools knowledge
• Ability to work under pressure

Join a multinational company offering endless opportunities in a dynamic, multicultural environment.

Why become an HCLTechie?

At HCLTech, we offer diverse opportunities to learn, innovate, and fast-track your career. You'll work with global clients and industry-leading experts, gaining access to mentorship and rewarding growth paths. Our people-friendly work culture fosters flexibility, leadership, and personal and professional growth, giving you the freedom to explore, experiment, and thrive.

We believe in doing things differently, offering hands‑on training and coaching, and celebrating the passion and commitment of our teams. Discover the benefits of joining HCLTech:

• Global career opportunities and mobility.
• Flexible work environment supporting work-life balance.
• Exciting projects and upskilling opportunities to shape your role.
• Total wellbeing focus: Beyond professional growth, you’ll be able to collaborate with like‑minded colleagues to drive meaningful impact through initiatives like our CSR Council, Diversity Council, Women Connect, and many more.