Senior Global IT Helpdesk Coordinator

Courbevoie - France

Monthly Salary: Not Disclosed

Posted on: 21 days 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

74Software affiliated with Axway and SBStogether we deliver secure mission-critical software that powers a data-driven operated leaders with decades of proven secure integration and API solutions to cloud-based banking platforms we help global organizations and financial institutions thrive.

For more than 25 years Axway has helped major brands and government agencies worldwide with trusted solutions in Managed File Transfer (MFT) B2B integration APIs and Financial Accounting Hub products. SBS empowers banks and financial institutions to reimagine the future with a composable cloud-based architecture supporting deposits lending compliance payments consumer finance and asset finance operations across the globe.

Why 74Software

We celebrate diverse perspectives and experiences knowing our people are our greatest strength. Join us and be part of a team where you can thrive grow and make an impact.

We offer benefits that support your health growth and lifestyleso you can thrive at work and beyond including health coverage retirement plans paid time off flexible work career development competitive pay and global cultureperks.

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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...