Global IT Helpdesk Leader & ITSM Champion

Axway; Courbevoie; Sur place; EUR 90 000 - 130 000; Plein temps

Résumé du poste

74Software, affiliated with Axway and SBS, seeks a Senior Global IT Helpdesk Coordinator to lead IT support operations across regions, defining ITSM governance and automation. The role requires strong leadership and ITIL expertise to ensure consistent global service delivery.

You will manage ServiceNow/Jira platforms, design workflows, and mentor regional leads, driving continuous improvement and reporting to senior IT leadership.

Qualifications

• Bachelor's 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.

Responsabilités

• Global Helpdesk Oversight: Coordinate and monitor IT support activities across multiple time zones and regions.
• ITSM Tool Management: Administer and optimize ITSM platforms for global operations, design workflows and dashboards.
• Process Standardization & Improvement: Develop and enforce global helpdesk policies and procedures; analyze metrics for improvements.
• Team Leadership & Collaboration: Mentor regional leads and train on ITSM processes; collaborate with infra, security, and application teams.
• Reporting & Communication: Provide regular global performance reports to senior IT leadership and align IT support with business stakeholders.

Connaissances

Leadership

Global coordination

Communication

ITIL knowledge

Formation

Bachelor's degree in IT or CS

Outils

ServiceNow

Jira Service Management

Service Anywhere

AI tools

Description du poste

74Software, affiliated with Axway and SBS, seeks a Senior Global IT Helpdesk Coordinator to lead IT support operations across regions, defining ITSM governance and automation. The role requires strong leadership and ITIL expertise to ensure consistent global service delivery.

You will manage ServiceNow/Jira platforms, design workflows, and mentor regional leads, driving continuous improvement and reporting to senior IT leadership.