Lead the day-to-day multilingual Service Desk operation and act as the primary operational governance owner. The Service Desk Lead will ensure staffing coverage, queue control, SLA/KPI adherence, quality, user experience, escalation management, reporting, knowledge adoption and continuous service improvement.
Manage day-to-day Service Desk operations across the dedicated English/French, Finnish, Dutch and German support teams. • Ensure appropriate staffing, language coverage and queue coverage throughout the 12x5 service window. • Monitor service health, priority tickets, incidents, service requests, backlog, aging, queue performance and user communications. • Allocate work, balance workloads and intervene where tickets are at risk of breaching service levels. • Ensure analysts complete correct categorization, prioritization, troubleshooting, routing, documentation and user communication. • Coach analysts on ticket ownership, customer interaction, First Contact Resolution, knowledge usage and escalation quality. • Coordinate operational issues with customer’s IT Service Manager, resolver groups, tower leads, SMEs and relevant third parties. • Ensure unresolved issues are escalated through the correct operational or governance path. • Maintain an action log and drive assigned actions, risks, dependencies and service improvements to closure. • Participate in Customer Review.
Strong experience managing an enterprise Service Desk or multilingual support operation. • Working knowledge of ITIL-aligned incident, request, knowledge and escalation processes. • Experience in SLA/KPI management, operational reporting, queue management and workforce coordination. • Strong knowledge of ServiceNow or a comparable enterprise ITSM platform. • Ability to analyse operational data and convert findings into corrective actions. • Strong leadership, coaching, stakeholder-management and customer-communication skills. • Experience coordinating with L2/L3 teams, infrastructure/application towers and third-party suppliers. • Ability to manage escalations firmly and constructively. • Strong written and spoken English; additional European-language capability would be beneficial.
Consistent 12x5 service and language coverage. • Achievement of applicable SLA and KPI targets. • Controlled ticket backlog and aging. • Accurate ticket routing and high-quality escalation information. • Improved First Contact Resolution and knowledge utilization. • Timely closure of operational risks, escalations and governance actions. • Positive user-satisfaction performance and demonstrable continuous improvement.
HCLTech is a global technology company, home to more than 226,600 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.
