Technical Help Desk Manager: Lead & Elevate Field Support

KONE; Marmara Bölgesi; On-site; TRY 600,000 - 1,000,000; Full time

Job summary

KONE is seeking an experienced Technical Help Desk (THD) Manager to lead a team of technical specialists supporting field maintenance operations. The role focuses on fast issue resolution, equipment reliability, and customer satisfaction across global service operations.

The THD Manager will drive performance, develop technical competencies, and implement continuous improvement initiatives while collaborating with frontline leaders and service strategy teams.

Qualifications

• Bachelor's degree in Engineering or a related technical field.
• Fluent English communication.
• Proven leadership with people management experience.
• Experience in manufacturing, engineering, maintenance, or related environments.
• Strong understanding of technical products, service solutions, and troubleshooting processes.
• Willingness to travel when required.

Responsibilities

• Lead and develop the Technical Help Desk team to deliver high-quality technical support.
• Set objectives, monitor performance and drive service excellence.
• Oversee remote support, escalations, and field service coordination.
• Provide input to service strategy and continuous improvement initiatives.
• Analyze performance results with frontline leaders to drive improvements.
• Foster training and knowledge sharing across the organization.

Skills

Leadership experience

Fluent English

IT literacy

Problem solving

Stakeholder management

Data-driven decisions

Education

Bachelor's degree in Engineering or related field

Tools

Technical reporting tools

Job description

KONE is seeking an experienced Technical Help Desk (THD) Manager to lead a team of technical specialists supporting field maintenance operations. The role focuses on fast issue resolution, equipment reliability, and customer satisfaction across global service operations.

The THD Manager will drive performance, develop technical competencies, and implement continuous improvement initiatives while collaborating with frontline leaders and service strategy teams.