Technical Help Desk (THD) Manager

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.

If you are passionate about solving technical challenges, developing people, and improving service performance through data-driven decision making, we would like to hear from you.

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.

What We Are Looking For

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.
• Strong collaboration and relationship-building capabilities.
• Ability to lead change initiatives and drive continuous improvement.
• Passion for coaching, developing, and empowering others.
• Strategic thinker who can translate business objectives into clear team goals.
• Flexible, adaptable, and proactive approach to managing priorities in a fast-paced environment.

Why join KONE?

At KONE, we are committed to creating a collaborative and innovative environment. If you are passionate about delivering results and ready to take on a challenging and rewarding role, we encourage you to apply and be part of our journey!

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

Read more on https://kone.com/global/en/careers.html