Regional IT Service Desk Lead – Americas

Burckhardt Compression AG; Waller (TX); Hybrid; USD 110,000 - 160,000; Full time

Job summary

Burckhardt Compression AG seeks an experienced IT Team Lead Service Desk – Americas to lead the regional Service Desk across the Americas. You will manage a team of service desk professionals, partner with global IT leadership, and drive service excellence in a multi-national environment.

The role focuses on people development, process improvement, and delivering reliable IT support for users across North and South America, aligned with ITIL practices and governance.

Qualifications

• Bachelor's degree in IT or related field or equivalent experience.
• 5+ years leading Service Desk or IT Support teams.
• Strong ITSM understanding and ITIL knowledge.
• Experience managing budgets, vendors, and contracts.
• Experience leading IT projects and service improvements.
• Multisite or international team leadership experience.

Responsibilities

• Lead regional Service Desk teams across Americas with coaching and development.
• Manage budgets, forecasting, reporting, and cost-control activities.
• Oversee vendor relationships and service provider performance.
• Monitor tickets, SLAs, and operational metrics; drive improvements.
• Partner with global IT leadership to ensure consistency and quality.

Skills

Leadership

Communication

Analytical thinking

ITSM knowledge

Vendor management

Budgeting

Education

Bachelor's degree

Tools

ServiceNow

Jira Service Management

Freshservice

Job description

Burckhardt Compression AG seeks an experienced IT Team Lead Service Desk – Americas to lead the regional Service Desk across the Americas. You will manage a team of service desk professionals, partner with global IT leadership, and drive service excellence in a multi-national environment.

The role focuses on people development, process improvement, and delivering reliable IT support for users across North and South America, aligned with ITIL practices and governance.