Skill Chapter Lead – Global Helpdesk
Core
Lead and build METRO's global IT Helpdesk organization, defining capabilities, developing talent, and establishing operating models for IT support across multiple countries.
Role type
Senior IC/Manager, Skill Chapter Lead (IT Support)
Builds
Global Helpdesk operating model and support delivery for users across multiple countries
Domain
IT Service Management / Global Helpdesk
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Strategic thinking, hands-on execution, leadership for up to 40 people, defining and enforcing standards, stakeholder management, recruitment and onboarding, process optimization, technology guidance, matrix organization experience
Preferred skills
Experience in matrix organizations, German language proficiency
Technologies
IT support tools, Helpdesk platforms
Responsibilities
Act as line manager and coach for chapter members; Foster a culture of learning and innovation; Develop chapter strategies for capability evolution; Define and enforce best practices and standards; Promote knowledge sharing across squads; Provide technology guidance to squads; Support squads in solving complex technology challenges; Ensure optimal allocation of chapter members; Lead recruitment and onboarding; Select and manage external partners; Support process optimization and cost reduction initiatives; Collaborate with other leads and senior management; Manage chapter from an administrative perspective
Seniority
Senior, management responsibility for up to 40 people
