IT Helpdesk Services Lead

About the role

We are looking for an experienced IT Helpdesk Services Lead to join our client in the banking sector in Paris. The role is permanent and hybrid, with three to four days on‑site each week. You will lead the service definition, knowledge transfer and delivery of Level 1‑3 support while ensuring compliance and customer satisfaction.

Key responsibilities

• Define and document service requirements, create detailed run‑books for Level 1, 2 and 3 support.
• Conduct knowledge transfer from the incumbent provider and capture all findings.
• Monitor and meet customer service goals and compliance frameworks.
• Diagnose and resolve hardware, software and network issues via phone and route complex problems to internal teams.
• Manage vendor relationships and coordinate support staff for problem resolution.
• Administer user access and exit controls and maintain the call‑tracking system.
• Perform periodic compliance audits, analyse results and report to stakeholders.

Required profile

• Proven experience leading a Service Desk in a multi‑supplier, ITIL‑aligned environment.
• Strong understanding of incident, problem and request management processes.
• Excellent communication skills with customers and management.
• Ability to work collaboratively with internal and external teams.

Required skills

• ITIL framework
• Service Desk operations
• Incident, Problem and Request Management
• Service Management tools (e.g., ticketing systems)
• Hardware, software and network troubleshooting
• User Access and Exit control administration
• Call tracking system usage
• Compliance auditing and reporting

What we offer

• Permanent contract with hybrid work arrangement.
• Opportunity to work on a high‑profile banking client.
• Access to HCLTech’s global resources and training.