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.

74Software, 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.

For 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.

Why 74Software?

We 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.

We 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.

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