Technical Help Desk (THD) Manager
Core
Lead a Technical Help Desk team providing expert support to field maintenance teams to ensure fast resolution of technical issues and improve equipment reliability.
Role type
Senior IC technical help desk manager
Builds
Technical support services for field maintenance operations
Domain
Manufacturing / Elevator and escalator maintenance
Required skills
Team leadership, performance monitoring, resource management, process standardization, technical issue analysis, remote support oversight, technical competency development, data-driven decision making, business acumen, IT literacy
Preferred skills
Knowledge of elevator and escalator products, experience in manufacturing or engineering environments, ability to work with technical management tools
Responsibilities
Lead and develop the Technical Help Desk team, manage team resources and daily priorities, ensure adherence to support processes and escalation procedures, drive technical issue analysis to improve reliability, oversee remote support activities, provide technical input to service strategy, analyze performance results, lead technical competency development, support adoption of new technologies
Seniority
Senior, hands-on IC