IT Helpdesk Services Group Manager

HCLTech

Paris

Hybride

EUR 55 000 - 75 000

Plein temps

14 jours+

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Avantages offerts par ce poste

Flexible work environment

Global career opportunities

Total wellbeing focus with collaborative initiatives

Résumé du poste

A global technology firm in Paris is seeking an experienced IT Helpdesk Services Group Manager to oversee service desk activities in the banking sector. You will ensure efficient incident management and customer satisfaction while leading a team. Candidates should have over 12 years of IT experience and be fluent in both French and English. This is a permanent, hybrid role offering a great work environment.

Qualifications

12+ years of IT experience.
ITIL knowledge of V2 or V3.
Technical helpdesk or technical call center experience is necessary.

Responsabilités

Responsible for all activities of Service Desk during the shift.
Drive efficiency of the Incident Management process.
Ensure customer satisfaction by addressing complaints.

Connaissances

Fluency in French

Fluency in English

Systematic problem-solving

Interpersonal skills

Troubleshooting

Formation

IT Diploma

Outils

Windows Operating Systems

ITSM ticketing tools

Remote desktop connectivity applications

Office 2016, O365

Description du poste

Direct message the job poster from HCLTech

Head of Talent & Recruitment Operations at HCLTech | RAeS Toulouse | HEC Paris

Join HCLTech! Proudly recognized as a Certified Global Top Employer 2025.

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 an experienced IT Helpdesk Services Group Manager to join our team at a prestigious client site in the banking sector, based in Paris.

This is a permanent, hybrid role offering the opportunity to work on-site three days per week.

Tasks and Responsibilities

Responsible for all the activities of Service Desk during the shift
Manage & share the workload during the shift
Drives the efficiency and effectiveness of the Incident Management process
Provide reports and management information
Allocate agents to tasks like queue monitoring/phone/mailbox etc as and when necessary
Deals with all the complaints & detects possible problems
Pass necessary updates to the shift
Barges & delivers feedbacks to agent calls
Tracks the progress of all Service Calls in his shift during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary.
Ensures that the Service desk Agent communicate (internally / externally) about escalated Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.
Ensure quality of Incident Records and Incident Database
Serves as an escalation point within the Incident Management process during his shift, able to engage next level of management support when Service Desk Agent informs him that thresholds are violated.
Responsible for customer satisfaction, which involves discussing concerns with unhappy or angry customers and reviewing the result of customer satisfaction survey, A full report must be produced for all customer complaints and actions taken to avoid repetition of same complaints. If poor results are returned in a customer satisfaction survey, the shift leader must prepare a report detailing why the poor result occurred and implement actions to bring the satisfaction level back to the required levels of service
Develop and maintain Training Plan
Ensure shift handover

Job Requirements

IT Diploma
12+ years of IT experience
ITIL knowledge of V2 or V3. Especially on Service Desk, Incident, Problem, and Change Management
Technical helpdesk or technical call center experience is necessary.
Disciplined, systematic problem-solving skills required.
Troubleshooting experience with the following:
Windows Operating systems
Clients: Windows7, Windows 10, Windows 11
Servers: Windows 2012, Windows 2016, Windows 2019,
Knowledge of Active Directory, MS Exchange
ITSM ticketing tools such as BMC Remedy, HP Service Center, Service Now, etc..
Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
Office 2016, O365: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
VPN and remote dial-in users
Support for laptop, desktops, and printers
PDA and blackberry support
PN and remote dial-in users
Support for laptop, desktops, and printers
PDA and blackberry support
Must be business-focused and have good understanding of the business units to prioritize work.
Must be diplomatic and must have interpersonal skills
Ability to understand the business objectives
Must have team spirit
Professional code of conduct
Must have extensive knowledge of remote access processes for assisting First Level
Must have a good understanding of the organization and their infrastructure
Must be able to deal with stress
Evolving management & leadership skills
Must have basic technical knowledge of all technology used for the business processes
Must have empathy with users
Collaborate effectively with team members to achieve common goals
Problem solver, curious, creative and analytical
Proactive, responsible and methodical
Having the power of initiative and driving force
System thinking and holistic view
Business-oriented mindset and ability to establish and maintain good relationships
Disciplined, systematic problem-solving skills required.
Fluency in both French and English is mandatory to communicate effectively with colleagues and partners, both verbally and in writing.

Ready for a new challenge? Join a friendly, multinational company offering endless opportunities in a dynamic, multicultural environment.

Apply now and submit your CV in English!

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.

Seniority level