Technical Help Desk (THD) Manager

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

At KONE, we are committed to delivering exceptional service and technical excellence to our customers. We are looking for an experienced and people-focused Technical Help Desk (THD) Manager to lead our Technical Help Desk team, ensuring world‑class technical support for our maintenance operations while driving team performance, technical competence, and continuous improvement.

About the Role

As the Technical Help Desk Manager, you will lead a team of technical specialists who provide expert support to field maintenance teams. You will play a critical role in ensuring fast and effective resolution of technical issues, improving equipment reliability, and enhancing customer satisfaction.

Key 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 support initiatives aimed at improving equipment reliability and reducing 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 operational improvements.
• Lead technical competency development for the THD team and Maintenance Technicians.
• Support the adoption of new technologies through training, coaching, and knowledge sharing across the organization.

Experience & Qualifications

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

Key Competencies

• Customer‑focused mindset with a passion for delivering excellent service.
• Strong analytical and problem‑solving abilities.
• Ability to make decisions based on data and operational insights.
• Excellent communication and stakeholder management skills.
• Proven ability to drive performance and achieve results through teams.