Technical Help Desk Lead – Lifts & Escalators, Slough

Kone; Slough; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Competitive salary

25 days holiday

Volunteer day

Pension scheme

Private medical

Bonus

Hybrid working

KONE discounts

Gym membership

GP & wellbeing

Job summary

KONE is seeking a Technical Manager in Slough to lead the Technical Help Desk for lifts and escalators, supporting maintenance operations. You will manage a team of technical specialists, provide expert support to field engineers and drive continuous improvement across service delivery.

The role emphasizes leadership, data-driven decisions and strong stakeholder management, with regular customer interactions and travel to sites such as Heathrow. Hybrid working is available.

Qualifications

• Degree in Engineering or related technical discipline; equivalent industry experience.
• Previous leadership of technical, engineering or service-focused teams.
• Strong understanding of maintenance, engineering or service operations.
• Experience driving performance via KPIs, root-cause analysis and CI.

Responsibilities

• Lead, coach and develop a high-performing Technical Help Desk team.
• Set objectives, monitor performance and drive continuous improvement.
• Ensure timely resolution of technical enquiries from field operations.
• Act as primary escalation point for complex issues.
• Oversee data processes with focus on quality and compliance.
• Analyze trends to identify opportunities for quality and performance improvement.
• Coordinate remote troubleshooting and escalations from connected services.
• Develop technical competence within teams and across field engineers.
• Collaborate with operations leaders to translate insights into improvements.
• Support implementation of new products, technologies and service solutions.
• Contribute to service strategy and operational excellence initiatives.
• Produce reports and documentation for operation teams and customers.

Skills

Leadership experience

Analytical skills

Stakeholder management

Communication skills

Problem solving

Change management

Reporting

Education

Engineering degree

Job description

KONE is seeking a Technical Manager in Slough to lead the Technical Help Desk for lifts and escalators, supporting maintenance operations. You will manage a team of technical specialists, provide expert support to field engineers and drive continuous improvement across service delivery.

The role emphasizes leadership, data-driven decisions and strong stakeholder management, with regular customer interactions and travel to sites such as Heathrow. Hybrid working is available.