Senior Global IT Helpdesk Lead

SBS; Courbevoie; Sur place; EUR 70 000 - 100 000; Plein temps

Résumé du poste

74Software, affiliated with Axway and SBS, is seeking a Senior Global IT Helpdesk Coordinator to lead and streamline IT support operations across regions worldwide. The role requires ITSM expertise, ITIL knowledge, and strong leadership to enhance global service delivery.

The candidate will manage global ITSM platforms, design workflows, and mentor regional leads while collaborating with infrastructure, security, and application teams.

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 regions and time zones.
• ITSM Tool Management: administer and optimize ITSM platforms for global operations; design workflows and dashboards.
• Process Standardization & Improvement: develop global policies and drive performance metrics.
• Team Leadership & Collaboration: mentor regional leads and ensure consistent training.
• Reporting & Communication: provide regular global performance reports to IT leadership and align with business stakeholders.

Connaissances

Global coordination

IT service management

ITIL

Leadership

Multicultural communication

Chatbots & AI tools

Formation

Bachelor’s degree in IT/CS or related field

Outils

ServiceNow

Jira Service Management

Service Anywhere

Description du poste

74Software, affiliated with Axway and SBS, is seeking a Senior Global IT Helpdesk Coordinator to lead and streamline IT support operations across regions worldwide. The role requires ITSM expertise, ITIL knowledge, and strong leadership to enhance global service delivery.

The candidate will manage global ITSM platforms, design workflows, and mentor regional leads while collaborating with infrastructure, security, and application teams.