Senior Global IT Helpdesk Coordinator, Axway
Office located in Courbevoie
API management platform & IT infrastructure solutions
Be an early applicant
API management platform & IT infrastructure solutions
1001+ employees
Be an early applicant
Office located in Courbevoie
1001+ employees
Company mission
To help businesses make good decisions about their digital strategy.
Role
Who you are
- 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
- 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
Desirable
- ITIL Foundation or higher certification
- Experience with automation and scripting for ITSM workflows
- Familiarity with cloud environments (Azure, AWS)
- Multilingual capabilities are a plus
What the job involves
- We are looking for an experienced Senior Global IT Helpdesk Coordinator to lead and streamline IT support operations across multiple regions
- Global Helpdesk Oversight:
- Coordinate and 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 and implement 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
Our take
As the digital migration of enterprises accelerates, companies must be increasingly cautious about the safety and security of their data. As part of the transference of data, sensitive information must often pass across multiple old and new technologies, putting it at risk. Axway provides tools that integrate and move data securely.
Ahead of the digitisation curve, Axway’s 20 years of experience in the API management sector have helped it develop several key products. Its Amplify Platform helps companies reduce the complexity of APIs and encourages their adoption. Its Axway B2B Integration platform enables crucial EDI and API integration flows for multinational corporations, which are most at risk of lost, leaked or stolen data.
Through its secure, flexible and compliant tools, Axway helps large companies process tens of billions of dollars annually. Its consistency and ability to keep pace with tech developments is what has enabled Axway to maintain a strong post-IPO position within its sector.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Personal development plan and training plan
- Private medical insurance with dental included
- Flexible working hours when needed and remote work policy (60% remote work)
- Friendly working environment with experienced professionals
- Potential for growth in an international company
- Extra paid vacation days – 25 days/year
- Open games area – table tennis, sports and more!
- Benefits such as gym access, Bookster, Safari, Amazon – E-library, Udemy platform
- Team-buildings, Fun Day, Christmas Party etc.
Company HQ
Kierland, Phoenix, AZ
Leadership
Patrick Donovan
(Group CEO)Previously CFO at Axway, VP of Finance at iCrossing and Director of Finance at Quality Care Solutions and Optika. Was also a General Accounting Manager at Western Pacific Airlines.
Roland Royer
(Company CEO)Previously the Chief Customer Officer at the company. Before that, they were a Product Manager at sneda and Presales Consultant at COFET.
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