Global & HQ IT Service Desk Manager (HRTech)

TL;DR

Global & HQ IT Service Desk Manager (ITSM): Leading the Global Service Desk and Headquarters support operations to ensure high-quality, user-centric IT services with an accent on operational governance and vendor management. Focus on modernizing end-user support through AI, automation, and the improvement of self-service capabilities.

Location: Paris (Issy-les-Moulineaux), France

Company

hirify.global shapes the world of employee benefits and engagement by providing personalized and sustainable employee experiences.

What you will do

• Lead day-to-day operations of the Global Service Desk and HQ support services to ensure efficient delivery.
• Oversee incident, request, and escalation management activities while monitoring operational KPIs and SLAs.
• Drive continuous service improvement by implementing digital tools, AI, and automation.
• Manage service providers and outsourcing partners to ensure contractual commitments and performance objectives are met.
• Develop and coach internal and external resources, fostering a culture of accountability and customer focus.
• Collaborate with infrastructure, cybersecurity, and regional IT teams to ensure seamless operational coordination.

Requirements

• 8+ years of experience in IT Support, Service Desk Management, End-User Services, or IT Operations.
• Fluent English and French (written and spoken) are mandatory.
• Bachelor's or Master's degree in Information Technology, Computer Science, Engineering, or a related field.
• Proven experience leading distributed teams within a multinational, international environment.
• Strong expertise in ITIL processes, including Incident, Request, Problem, and Knowledge Management.
• Must be based in Paris (Issy-les-Moulineaux) with flexibility for occasional travel.

Nice to have

• ITIL Foundation certification or equivalent Service Management qualification.
• Fluent Spanish proficiency.
• Additional certifications in Agile, Project Management, or Customer Experience.

Culture & Benefits

• Inclusive environment working alongside 5,000 experts across 29 countries.
• Opportunity to experiment with new digital experiences and innovate the world of work.
• Commitment to diversity, sustainability, and supporting local economies.
• Support for career growth, skill development, and maintaining a healthy work-life balance.