IT Helpdesk Services Group Manager

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 relati