Helpdesk Support Lead

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 for a Helpdesk Support Lead to fill the position to join our team at a client’s facility in Lille, Hauts-de-France, France.

• 4 days onsite
• Years of experience: 8+years

Overview:

Central governance role ensuring global orchestration, performance and consistency of L1/L2 support activities across multiple countries.

Responsibilities:

• Coordinate global L1/L2 support operations
• Manage offshore provider performance
• Monitor SLA/KPI and drive improvements
• Ensure escalation and L3 coordination
• Interface with ITIL governance teams
• Coordinate with countries and stakeholders

Mandatory skills:

• Experience in IT support operations (L1/L2/L3)
• Strong knowledge of ITIL processes
• Experience managing offshore models
• Performance management (SLA/KPI)
• Strong coordination and analytical skills

Appreciated skills:

• Multi-country environment experience
• Transformation program exposure
• Ticketing tools knowledge
• Ability to work under pressure

Join a multinational company offering endless opportunities in a dynamic, multicultural environment.

Why 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.