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This 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. Our 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.
Job Responsibility:
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
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
Develop and enforce global helpdesk policies and procedures
Analyze performance metrics and implement continuous improvement initiatives
Mentor regional helpdesk leads and ensure consistent training on ITSM processes
Collaborate with infrastructure, security, and application teams to resolve systemic issues
Provide regular global performance reports and insights to senior IT leadership
Act as a liaison between IT support and business stakeholders to ensure alignment
Requirements:
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
Nice to have:
ITIL Foundation or higher certification
Experience with automation and scripting for ITSM workflows