Technical Help Desk Manager: Lead in Field Support

KONE; Fatih; On-site; TRY 550,000 - 900,000; Full time

Job summary

KONE is seeking a Technical Help Desk (THD) Manager in Istanbul to lead our THD team of technical specialists supporting field maintenance. You will drive fast issue resolution, improve equipment reliability, and enhance customer satisfaction through process excellence and data-driven decisions.

You will develop people, manage priorities, and ensure adherence to escalation procedures while fostering a culture of service excellence and continuous improvement across maintenance operations.

Qualifications

• Bachelor's degree in Engineering or another technical field.
• Fluent English communication skills.
• Proven leadership experience with strong people management skills.
• Experience in manufacturing, engineering, technical support, maintenance, or process environments.
• Strong understanding of technical products, service solutions, and troubleshooting processes.
• Solid business acumen with ability to understand commercial impact of decisions.
• Experience with technical support, field service, or maintenance operations.
• Knowledge of elevator and escalator products is a strong advantage.
• Strong IT literacy and ability to work with reporting tools.
• Willingness to travel when required.

Responsibilities

• Lead and develop the Technical Help Desk team, ensuring high-quality technical support for field operations.
• Set team objectives, monitor performance, and foster a culture of service excellence and accountability.
• Manage team resources and daily priorities to ensure timely resolution of technical cases.
• Ensure Technical Help Desk processes, standards, and escalation procedures are followed.
• Drive technical issue analysis and improvement initiatives for equipment reliability and reduced call-outs.
• Oversee remote support activities, connected services, and escalated technical cases.
• Provide technical input to service strategy and continuous improvement initiatives.
• Analyze performance results and collaborate with frontline leaders to drive improvements.
• Lead technical competency development for the THD team and Maintenance Technicians.
• Support adoption of new technologies through training, coaching, and knowledge sharing.

Skills

Leadership

People management

Engineering degree

Fluent English

Technical support

Maintenance operations

Data-driven decisions

IT literacy

Travel willingness

Education

Engineering degree

Job description

KONE is seeking a Technical Help Desk (THD) Manager in Istanbul to lead our THD team of technical specialists supporting field maintenance. You will drive fast issue resolution, improve equipment reliability, and enhance customer satisfaction through process excellence and data-driven decisions.

You will develop people, manage priorities, and ensure adherence to escalation procedures while fostering a culture of service excellence and continuous improvement across maintenance operations.