Technical Help Desk (THD) Manager

About the role

KONE is seeking an experienced Technical Help Desk Manager to lead a team of technical specialists providing expert support to field maintenance teams, ensuring fast resolution of issues and high customer satisfaction.

Key responsibilities

• Lead and develop the Technical Help Desk team, setting objectives and monitoring performance.
• Manage daily priorities and resources to ensure timely resolution of technical cases.
• Ensure adherence to processes, standards and escalation procedures.
• Drive analysis and initiatives to improve equipment reliability and reduce call‑outs.
• Oversee remote support, connected services and escalated technical cases.
• Provide technical input to service strategy and continuous improvement.
• Analyze performance results and collaborate with frontline leaders for operational improvements.

Required profile

• Bachelor's degree in Engineering or a related technical field.
• Fluent English communication skills.
• Proven leadership and people‑management experience.
• Background in manufacturing, engineering, technical support, maintenance or similar environments.
• Strong business acumen and understanding of commercial impact of technical decisions.

Required skills

• IT literacy and ability to work with technical management and reporting tools.
• Strong analytical and problem‑solving abilities.