Global Helpdesk Lead - L1/L2, SLA Excellence

HCLTech is seeking a Helpdesk Support Lead to join a client site in Lille, Hauts-de-France, France. The role focuses on central governance of global L1/L2 support operations across multiple countries with emphasis on offshore coordination and SLA/KPI management.

You will coordinate global support activities, manage offshore provider performance, ensure proper escalations to L3, and interface with ITIL governance teams while collaborating with multiple countries and stakeholders.