Senior Global IT Helpdesk Coordinator

Courbevoie - France

Monthly Salary: Not Disclosed

Posted on: 11 hours ago

Vacancies: 1 Vacancy

Job Summary

Overview

We are seeking our new Senior Global IT Helpdesk Coordinator to join the Axway team!

We are looking for an experienced Senior Global IT Helpdesk Coordinatorto lead and streamline IT support operations across multiple regions. This role requires strong expertise in managing IT Service Management (ITSM) tools and ensuring consistent high-quality service delivery worldwide. The ideal candidate will combine technical proficiency process optimization skills and leadership capabilities to enhance the global IT support experience.

Responsibilities

Global Helpdesk Oversight:

Coordinateand monitor IT support activities across multiple time zones and regions.
Ensure adherence to global SLAs and service standards.
Act as the escalation point for complex technical and process-related issues.

ITSM Tool Management:

Administer and optimize ITSM platforms (e.g. ServiceNow Jira Service Management Service Anywhere) for global operations.
Design andimplement workflows automation and reporting dashboards to improve efficiency.
Maintain compliance with ITIL best practices across all service processes.

Process Standardization & Improvement:

Develop and enforce global helpdesk policies and procedures.
Analyze performance metrics and implement continuous improvement initiatives.

Team Leadership & Collaboration:

Mentor regional helpdesk leads and ensure consistent training on ITSM processes.
Collaborate with infrastructure security and application teams to resolve systemic issues.

Reporting & Communication:

Provide regular global performance reports and insights to senior IT leadership.
Act as a liaison between IT support and business stakeholders to ensure alignment.

Qualifications

Required Qualifications

Bachelors degree in Information Technology Computer Science or related field (or equivalent experience).
10 years of IT helpdesk experience with at least 3 years in a senior or global coordination role.
Proven experience managing and configuring ITSM tools (ServiceNow Jira or similar).
Experience in using chatbots and AI tools
Strong understanding of ITIL framework and global service delivery models.
Excellent communication and leadership skills with experience in multicultural environments.

Preferred Qualifications

ITIL Foundation or higher certification.
Experience with automation and scripting for ITSM workflows.
Familiarity with cloud environments (Azure AWS)
Multilingual capabilities are a plus.

Company Overview

At Axway were more than a companywere a pioneer. For 25 years weve been empowering organizations to achieve digital transformation and unlock innovation. With a presence in 100 countries 11000 customers and a global team of over 1400 passionate professionals Axway is driving the future of enterprise integration.

Were on a mission to be the leaderin our space empowering our customers withsecure mission-critical softwareto manage and deliver impactful business outcomes from all theirdigital business interactions.

Why Axway

We believe in the power of togetherness. When youre part of Axway youre part of a culturally rich and globally connected community that thrives on exchanging ideas and tackling challenges head-on. Whether working remotely or onsite youll find camaraderie collaboration and the support of leadership to inspire you daily.

Here youll grow innovate and succeed because were better together. Each step forward in your personal journey is one we take as a team. Join us and lets accomplish extraordinary things together.

Axway is a proud member of 74Software. Learn more about how Axway is transforming the future: to shape the future Lets get startedbecause at Axway together we can. Together we will.

Axway is an AA and EEO employer

Required Experience:

Senior IC

OverviewWe are seeking our new Senior Global IT Helpdesk Coordinator to join the Axway team!We are looking for an experienced Senior Global IT Helpdesk Coordinatorto lead and streamline IT support operations across multiple regions. This role requires strong expertise in managing IT Service Manageme...