IT Helpdesk Services Group Manager

Direct message the job poster from HCLTechHead of Talent & Recruitment Operations at HCLTech | RAeS Toulouse | HEC ParisJoin 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 ResponsibilitiesResponsible for all the activities of Service Desk during the shiftManage & share the workload during the shiftDrives the efficiency and effectiveness of the Incident Management processProvide reports and management informationAllocate agents to tasks like queue monitoring/phone/mailbox etc as and when necessaryDeals with all the complaints & detects possible problemsPass necessary updates to the shiftBarges & delivers feedbacks to agent callsTracks 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 DatabaseServes 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 serviceDevelop and maintain Training PlanEnsure shift handoverJob RequirementsIT Diploma12+ years of IT experienceITIL knowledge of V2 or V3. Especially on Service Desk, Incident, Problem, and Change ManagementTechnical helpdesk or technical call center experience is necessary.Disciplined, systematic problem-solving skills required.Troubleshooting experience with the following:Windows Operating systemsClients: Windows7, Windows 10, Windows 11Servers: Windows 2012, Windows 2016, Windows 2019,Knowledge of Active Directory, MS ExchangeITSM 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 toolsOffice 2016, O365: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS VisioVPN and remote dial-in usersSupport for laptop, desktops, and printersPDA and blackberry supportPN and remote dial-in usersSupport for laptop, desktops, and printersPDA and blackberry supportMust be business-focused and have good understanding of the business units to prioritize work.Must be diplomatic and must have interpersonal skillsAbility to understand the business objectivesMust have team spiritProfessional code of conductMust have extensive knowledge of remote access processes for assisting First LevelMust have a good understanding of the organization and their infrastructureMust be able to deal with stressEvolving management & leadership skillsMust have basic technical knowledge of all technology used for the business processesMust have empathy with usersCollaborate effectively with team members to achieve common goalsProblem solver, curious, creative and analyticalProactive, responsible and methodicalHaving the power of initiative and driving forceSystem thinking and holistic viewBusiness-oriented mindset and ability to establish and maintain good relationshipsDisciplined, 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 EnglishWhy 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 levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionInformation TechnologyIndustriesIT Services and IT ConsultingReferrals increase your chances of interviewing at HCLTech by 2xGet notified about new Information Technology Services Manager jobs in Paris, Île-de-France, France.Delivery Manager - IT Infrastructure OperationsEMEA Digital IT Operations Manager H/F CDICDI Responsable IT Domaine Clients - (H/F/X)We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr