Head of Global Service Desk

About the role

We are seeking a dynamic leader to transform our local Service Desk into a global, multilingual support organization. Based in Paris, the Head of Global Service Desk will drive modernization, align IT services with business objectives, and ensure an exceptional user experience across all regions.

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, including ITIL and 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.

Required profile

• 7+ years of 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 skills

• ITIL
• KCS

What we offer

• Lucrative salary with bonuses.
• Hybrid working model.
• Additional benefits such as meal vouchers, healthcare coverage, and generous annual leave.