Technical Help Desk Manager - Lead Service Excellence

KONE; Fatih; Sur place; TRY 180 000 - 300 000; Plein temps

Résumé du poste

At KONE, Technical Help Desk Manager leads a team of technical specialists supporting field maintenance operations. You will drive performance, develop people, and ensure fast resolution of complex issues while maintaining world-class service standards.

Join a collaborative, data-driven environment where you will shape incident response processes, oversee remote support, and mentor technicians to continuously improve equipment reliability and customer satisfaction.

Qualifications

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

Responsabilités

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

Connaissances

Leadership

People management

Analytical skills

English proficiency

Data-driven decision making

Formation

Bachelor's degree in Engineering or technical field

Outils

IT reporting tools

Description du poste

At KONE, Technical Help Desk Manager leads a team of technical specialists supporting field maintenance operations. You will drive performance, develop people, and ensure fast resolution of complex issues while maintaining world-class service standards.

Join a collaborative, data-driven environment where you will shape incident response processes, oversee remote support, and mentor technicians to continuously improve equipment reliability and customer satisfaction.