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Senior Global IT Helpdesk Coordinator

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Location:
France , Courbevoie

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

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
  • Familiarity with cloud environments (Azure, AWS)
  • Multilingual capabilities are a plus
What we offer:
  • health coverage
  • retirement plans
  • paid time off
  • flexible work
  • career development
  • competitive pay
  • global culture perks

Additional Information:

Job Posted:
March 21, 2026

Employment Type:
Fulltime
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