Regional IT Service Desk Lead, Americas

Burckhardt Compression AG.; Waller (TX); On-site; USD 110,000 - 140,000; Full time

Job summary

Burckhardt Compression AG is seeking an experienced IT Team Lead for the Service Desk across the Americas. You will manage a regional team, drive incident resolution, and partner with global IT leadership to ensure high-quality, customer-focused support.

The role emphasizes leadership, process improvement, budgeting, and vendor oversight within a global IT framework. Fluency in English is required and the position supports a multinational user base.

Qualifications

• Bachelor's degree in Information Technology, Engineering, Computer Science, or related field; or equivalent vocational training and professional experience.
• 5+ years of experience leading Service Desk or IT Support operations.
• Strong understanding of IT Service Management (ITSM) and Helpdesk operations.
• Experience managing budgets, vendors, contracts, and service providers.

Responsibilities

• Lead regional Service Desk team across Americas, coaching and development.
• Oversee day-to-day IT support delivery and incident management in the Americas.
• Monitor performance, SLAs, and reporting; prepare leadership updates.
• Collaborate with Finance, Operations and other functions to ensure service excellence.
• Promote ITIL-based service management practices and process improvements.

Skills

Leadership

Communication

Budgeting

Project Management

Data Analysis

Education

Bachelor's degree in IT/Engineering/CS

Tools

ServiceNow

Jira Service Management

Freshservice

Job description

Burckhardt Compression AG is seeking an experienced IT Team Lead for the Service Desk across the Americas. You will manage a regional team, drive incident resolution, and partner with global IT leadership to ensure high-quality, customer-focused support.

The role emphasizes leadership, process improvement, budgeting, and vendor oversight within a global IT framework. Fluency in English is required and the position supports a multinational user base.