Helpdesk Manager
Core
Manage the Groupe helpdesk service tool, facilities access control, and event coordination to ensure high service levels and operational continuity for Publicis Groupe agencies.
Role type
Senior IC Helpdesk Manager (Facilities & Service Operations)
Builds
Helpdesk service platform, access control systems, meeting room configurations, and event logistics
Domain
Corporate Services / Facilities Management / IT Service Desk
Required skills
Service Level Agreement (SLA) management, ticket dashboard administration, access control system management, event coordination, calendar and resource allocation, complaint resolution, team leadership, shift pattern flexibility
Preferred skills
Advanced Microsoft Office proficiency, proactive problem-solving, resilience under pressure, client-centric communication, attention to detail
Technologies
Service Now, Microsoft Office (Outlook, Word, Excel), TVC access control system
Responsibilities
Serve as primary point of contact for helpdesk issues and resolve user requests; manage Facilities Service Now ticket dashboard to meet SLAs; maintain and update helpdesk guides; manage TVC access control system for passes and guests; coordinate meeting room setups and event logistics; ensure compliance with health and safety policies; arrange team cover for absences; lead and motivate the reception supervisor team
Seniority
Senior, hands-on IC
