Americas Regional IT Service Desk Lead

Burckhardt Compression AG.; Texas; Sur place; USD 110 000 - 160 000; Plein temps

Résumé du poste

Burckhardt Compression AG. seeks an experienced IT Team Lead Service Desk - Americas to lead our regional Service Desk organization across the Americas. You will manage a multi-site team, ensure service excellence, and partner with global IT leadership to drive improvements and efficiency.

The role requires strong ITSM knowledge, ITIL experience, and a track record of delivering high-quality support in a global environment. This is a full-time, on-site position based in the Americas region.

Qualifications

• 5+ years leading Service Desk or IT support operations.
• Experience managing budgets, vendors, contracts and service providers.
• ITIL knowledge and service management framework experience.
• Strong leadership, coaching and stakeholder management skills.
• Ability to translate operational data into actionable insights.

Responsabilités

• Lead regional Service Desk across Americas; coach and develop team.
• Oversee daily IT support delivery, incidents, requests and escalations.
• Develop KPIs, dashboards and reporting for service performance.
• Collaborate with Finance, Procurement, HR and other functions.
• Own budget planning, forecasting and cost-control activities.
• Drive IT service improvements and ITIL-based practices.
• Partner with global IT leadership to ensure consistency.

Connaissances

Leadership & people management

IT Service Management (ITSM)

Budgeting & vendor management

Project management

ITIL foundations

Stakeholder management

Data analysis & reporting

Communication & presentations

Formation

Bachelor's degree in Information Technology, Engineering, Computer Science, or related field

Outils

ServiceNow

Jira Service Management

Freshservice

Description du poste

Burckhardt Compression AG. seeks an experienced IT Team Lead Service Desk - Americas to lead our regional Service Desk organization across the Americas. You will manage a multi-site team, ensure service excellence, and partner with global IT leadership to drive improvements and efficiency.

The role requires strong ITSM knowledge, ITIL experience, and a track record of delivering high-quality support in a global environment. This is a full-time, on-site position based in the Americas region.