{"id":144489,"url":"https://alion.io/job/axway-senior-global-it-helpdesk-coordinator","title":"Senior Global IT Helpdesk Coordinator","company":{"id":52926,"name":"Axway","domain":"axway.com","url":"https://alion.io/company/axway","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":{"grade":"D","score":54,"open_postings":32,"ghost_share":0.656,"stale_share":0,"repost_share":0.75,"time_to_fill_p50_days":16,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Courbevoie, France"],"countries":["FR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":37000,"max_usd":77000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":11},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false},{"name":"AWS","optional":true},{"name":"Azure","optional":true}],"status":"live","first_seen_at":"2026-08-28T05:44:38Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-23T01:43:16Z","board_verified":true,"closed_at":null,"days_open":55,"trust":{"level":"ghost","repost_count":5,"flags":["repost"],"days_open":52},"description":"Overview\nEnglish Version\nThis is more than a job. It’s a chance to build, grow, and make a real impact! Join our team as our new Senior Global IT Helpdesk Coordinator.\nOur new Senior Global IT Helpdesk Coordinator will 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.\nResponsibilities\nGlobal Helpdesk Oversight:\nCoordinate and monitor IT support activities across multiple time zones and regions.\nEnsure adherence to global SLAs and service standards.\nAct as the escalation point for complex technical and process-related issues.\nITSM Tool Management:\nAdminister and optimize ITSM platforms (e.g., ServiceNow, Jira Service Management, Service Anywhere) for global operations.\nDesign and implement workflows, automation, and reporting dashboards to improve efficiency.\nMaintain compliance with ITIL best practices across all service processes.\nProcess Standardization & Improvement:\nDevelop and enforce global helpdesk policies and procedures.\nAnalyze performance metrics and implement continuous improvement initiatives.\nTeam Leadership & Collaboration:\nMentor regional helpdesk leads and ensure consistent training on ITSM processes.\nCollaborate with infrastructure, security, and application teams to resolve systemic issues.\nReporting & Communication:\nProvide regular global performance reports and insights to senior IT leadership.\nAct as a liaison between IT support and business stakeholders to ensure alignment.\nQualifications\nRequired Qualifications\nBachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).\n10+ years of IT helpdesk experience, with at least 3 years in a senior or global coordination role.\nProven experience managing and configuring ITSM tools (ServiceNow, Jira, or similar).\nExperience in using chatbots and AI tools\nStrong understanding of ITIL framework and global service delivery models.\nExcellent communication and leadership skills with experience in multicultural environments.\nPreferred Qualifications\nITIL Foundation or higher certification.\nExperience with automation and scripting for ITSM workflows.\nFamiliarity with cloud environments (Azure, AWS)\nMultilingual capabilities are a plus.\nCompany Overview\n74Software, affiliated with Axway and SBS, together, we deliver secure, mission-critical software that powers a data-driven world. Independently operated leaders with decades of proven expertise. From secure integration and API solutions to cloud-based banking platforms, we help global organizations and financial institutions thrive.\nFor 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.\nWhy 74Software?\nWe 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.\nWe offer benefits that support your health, growth, and lifestyle, so you can thrive at work and beyond, including health coverage, retirement plans, paid time off, flexible work, career development, competitive pay, and global culture perks.\nFrench Version\nBien plus qu'un emploi, une opportunité de construire, évoluer et avoir un réel impact !\nRejoignez notre équipe en tant que Responsable de la Coordination du Support IT Global.\nNous recherchons un(e) professionnel(le) expérimenté(e) pour piloter et structurer les opérations de support IT à l’échelle mondiale, sur plusieurs régions et fuseaux horaires. Ce poste requiert une forte expertise des outils IT Service Management (ITSM) et la capacité à garantir un niveau de service élevé et homogène à l’échelle internationale.Le/la candidat(e) idéal(e) combine expertise technique, optimisation des processus et leadership afin d’améliorer l’expérience globale du support IT.\nResponsabilités\nPilotage Global du Helpdesk\nCoordonner et superviser les activités de support IT sur plusieurs régions et fuseaux horaires.\n\nGarantir le respect des SLA globaux et des standards de service.\n\nAgir comme point d’escalade pour les incidents techniques ou organisationnels complexes.\n\nGestion des outils ITSM\nAdministrer et optimiser les plateformes ITSM (ex. ServiceNow, Jira Service Management, Service Anywhere) pour un usage global.\n\nConcevoir et déployer des workflows, automatisations et tableaux de bord afin d’améliorer l’efficacité opérationnelle.\n\nVeiller au respect des bonnes pratiques ITIL sur l’ensemble des processus de service.\n\nStandardisation & Amélioration Continue\nDéfinir et appliquer des politiques et procédures globales de support IT.\n\nAnalyser les indicateurs de performance et piloter des initiatives d’amélioration continue.\n\nLeadership & Collaboration\nAccompagner et coacher les responsables helpdesk régionaux, en assurant une formation homogène aux processus ITSM.\n\nCollaborer avec les équipes infrastructure, sécurité et applicatives pour résoudre les problématiques systémiques.\n\nReporting & Communication\nFournir des reportings globaux réguliers et des analyses à destination du leadership IT.\n\nJouer un rôle d’interface entre le support IT et les équipes métiers afin d’assurer un alignement constant.\n\nQualifications requises\nBac+3/5 en Informatique, Systèmes d’Information ou domaine connexe (ou expérience équivalente).\n\n10+ ans d’expérience en support IT / helpdesk, dont au moins 3 ans dans un rôle senior ou de coordination globale.\n\nExpérience confirmée dans la gestion et la configuration d’outils ITSM (ServiceNow, Jira ou équivalent).\n\nExpérience dans l’utilisation de chatbots et d’outils d’IA pour le support IT.\n\nSolide compréhension du framework ITIL et des modèles de services globaux.\n\nExcellentes compétences en communication et leadership, dans des environnements multiculturels.\n\nQualifications appréciées\nCertification ITIL Foundation ou supérieure.\n\nExpérience en automatisation et scripting pour les workflows ITSM.\n\nConnaissance des environnements cloud (Azure, AWS).\n\nLa maîtrise de plusieurs langues est un atout.\n\nPrésentation de l’entreprise\n74Software, affilié à Axway et Sopra Banking Software, regroupe des leaders indépendants proposant des logiciels sécurisés et critiques, au cœur d’un monde piloté par la donnée.De l’intégration sécurisée et des solutions API aux plateformes bancaires cloud, nous accompagnons les grandes organisations et institutions financières à l’échelle mondiale.\nDepuis plus de 25 ans, Axway accompagne des marques majeures et des organismes publics avec des solutions reconnues en Managed File Transfer (MFT), intégration B2B, APIs et Financial Accounting Hub.Sopra Banking Software permet aux banques et institutions financières de réinventer leur avenir grâce à une architecture composable et cloud, couvrant les dépôts, le crédit, la conformité, les paiements, le financement à la consommation et le financement d’actifs à l’échelle mondiale.\nPourquoi rejoindre 74Software ?\nNous valorisons la diversité des parcours et des expériences, convaincus que nos collaborateurs sont notre plus grande force. Rejoindre 74Software, c’est intégrer un environnement où vous pouvez vous épanouir, évoluer et avoir un impact concret.\nNous proposons des avantages attractifs pour soutenir votre santé, votre développement et votre équilibre de vie : couverture santé, dispositifs de retraite, congés payés, flexibilité du travail, développement de carrière, rémunération compétitive et avantages liés à notre culture internationale.\n#LI-AM1\nCompany Overview\n74Software, affiliated with Axway and SBS, together, we deliver secure, mission-critical software that powers a data-driven world. Independently operated leaders with decades of proven expertise. From secure integration and API solutions to cloud-based banking platforms, we help global organizations and financial institutions thrive.\nFor 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.\nWhy 74Software?\nWe 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.\nWe offer benefits that support your health, growth, and lifestyle, so you can thrive at work and beyond, including health coverage, retirement plans, paid time off, flexible work, career development, competitive pay, and global culture perks.\nEqual Opportunity Employer\nWe are committed to providing equal opportunities and ensuring a fair and inclusive recruitment process. 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