Head of Global Service Desk

Global Service Desk Manager

📍 Paris | Permanent (CDI)

Key responsibilities

• Lead the transformation of a local Service Desk into a global, multilingual support organization.
• Drive Service Desk modernization and continuous service improvement.
• Expand the scope of IT support beyond traditional workplace services.
• Define and implement global ITSM best practices (ITIL, KCS).
• Manage and challenge outsourced service providers to deliver exceptional user experience.
• Develop knowledge management and automation initiatives.
• Partner with global stakeholders to align IT services with business needs.
• Monitor service performance, user satisfaction, and operational excellence.

Profile

• 7+ years' experience managing international IT Service Desk or IT Operations teams.
• Strong background in ITIL, KCS, and vendor/service provider management.
• Proven leadership in transformation and change management.
• Excellent stakeholder management and communication skills.
• Fluent English required.

Perks

• Lucrative Salary + Bonuses
• Hybrid working model
• Bonuses such as Meal vouchers, Healthcare benefits and Annual Leave