Global & HQ IT Service Desk Manager

The Global and HQ Service Desk Manager is responsible for leading the Global Service Desk and Headquarters support operations, ensuring the delivery of high-quality, user-centric IT support services across the organization. The role oversees service desk performance, workplace support activities, operational governance, vendor management, and continuous improvement initiatives, ensuring an efficient, responsive, and business-oriented support experience for employees and corporate functions. Acting as a key interface between end users, technology teams, service providers, and business stakeholders, the role contributes to operational excellence, service quality, user satisfaction, and the modernization of end-user support services

YOUR NEXT CHALLENGE

As Global and HQ Service Desk Manager, you will be responsible for leading the day-to-day operations of the Global Service Desk and Headquarters support services, ensuring consistent, efficient, and high-quality support delivery for employees across multiple locations.

You will oversee incident, request, and escalation management activities, ensuring users receive timely support and that operational performance meets agreed service levels. You will monitor service quality, user satisfaction, operational KPIs, and support trends while driving corrective actions and continuous improvement initiatives.

You will play a key role in enhancing the employee experience by improving service processes, knowledge management, self-service capabilities, automation opportunities, and workplace support practices. You will also contribute to the adoption of modern support approaches leveraging digital tools, AI, automation, and service management best practices.

Working closely with infrastructure, workplace, cybersecurity, business application, and regional IT teams, you will ensure effective collaboration across support functions and seamless operational coordination. You will also manage service providers and support partners, ensuring contractual commitments, service levels, and performance objectives are met.

As a people leader, you will develop and inspire internal teams and external resources, fostering a culture of customer focus, accountability, collaboration, and continuous learning. You will support skills development, coaching, and operational maturity initiatives to build a high-performing support organization.

You will operate in a highly international environment, collaborating with geographically distributed teams and stakeholders. Occasional travel may be required based on business priorities and operational needs

• Bachelor’s or Master’s degree in Information Technology, Computer Science, Engineering, or a related field
• ITIL Foundation certification or equivalent Service Management qualification is strongly preferred
• Additional certifications in Service Management, Workplace Services, Customer Experience, Agile, or Project Management are considered a plus

Work Experience

• 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

Languages

• Fluent English and fluent French (written and spoken) are mandatory
• Fluent Spanish is a strong advantage
• Additional languages are considered a plus, * Strong customer-service and employee-experience mindset
• Excellent stakeholder management and communication skills
• Strong leadership, coaching, and people development capabilities
• Ability to manage and motivate multicultural and geographically distributed teams
• Operational excellence and continuous improvement mindset
• Strong analytical and problem-solving skills
• Vendor management and service governance capabilities
• Ability to drive transformation, automation, and digital workplace initiatives
• Strong knowledge of IT service management practices and support operations
• Ability to work effectively in a global, remote, and multicultural environment
• Flexibility to travel when required by business needs

What Success Looks Like

• High levels of user satisfaction and service quality
• Stable operational performance and SLA achievement
• Efficient management of incidents, requests, and escalations
• Continuous improvement of support processes and employee experience
• Strong collaboration between Global IT teams, HQ stakeholders, and service providers
• Increased automation, self-service adoption, and service desk maturity
• A skilled, engaged, and high-performing support organization capable of supporting Pluxee’s growth and transformation ambitions

Work at the heart of the community alongside 5,000 experts across 29 countries - we embrace diversity and value uniqueness, fostering a workplace where everyone can thrive.

Turn inspiration into possibility

Get space to try new ideas, experiment and move the world of work forward as you bring new digital experiences - and moments of connection - to millions of people.

Make a positive impact

Touch millions of lives and create meaningful change for people and the world we share, supporting our commitments to diversity, sustainability, and local economies.