Job Description

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 Coordinator to 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:

• 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.

Qualifications

Required 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.

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.

At Axway, we’re more than a company—we’re a pioneer. For 25 years, we’ve been empowering organizations to achieve digital transformation and unlock innovation. With a presence in 100 countries, 11,000+ customers, and a global team of over 1,400+ passionate professionals, Axway is driving the future of enterprise integration.

We’re on a mission to be the leader in our space, empowering our customers with  secure, mission-critical software to manage and deliver impactful business outcomes from all their  digital business interactions

Why Axway?

We believe in the power of togetherness. When you’re part of Axway, you’re part of a culturally rich and globally connected community that thrives on exchanging ideas and tackling challenges head-on. Whether working remotely or onsite, you’ll find camaraderie, collaboration, and the support of leadership to inspire you daily.

Here, you’ll grow, innovate, and succeed because we’re better together. Each step forward in your personal journey is one we take as a team. Join us, and let’s accomplish extraordinary things together.

Axway is a proud member of 74Software. Learn more about how Axway is transforming the future: https://www.axway.com/en.

Ready to shape the future? Let’s get started—because at Axway, together, we can. Together, we will.

Axway is an AA and EEO employer