{"id":2996755,"url":"https://alion.io/job/kone-technical-help-desk-thd-manager","title":"Technical Help Desk (THD) Manager","company":{"id":7398,"name":"KONE","domain":"kone.com","url":"https://alion.io/company/kone","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":78,"open_postings":210,"ghost_share":0,"stale_share":0.867,"repost_share":0.005,"time_to_fill_p50_days":28,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Istanbul, Turkey"],"countries":["TR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-21T11:07:12Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-22T00:57:34Z","board_verified":false,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"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.\nIf 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.\nAbout the Role\nAs 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.\nKey Responsibilities\nLead and develop the Technical Help Desk team, ensuring high-quality technical support for field operations.\nSet team objectives, monitor performance, and foster a culture of service excellence and accountability.\nManage team resources and daily priorities to ensure timely resolution of technical cases.\nEnsure Technical Help Desk processes, standards, and escalation procedures are followed.\nDrive technical issue analysis and support initiatives aimed at improving equipment reliability and reducing call-outs.\nOversee remote support activities, connected services, and escalated technical cases.\nProvide technical input to service strategy and continuous improvement initiatives.\nAnalyze performance results and collaborate with frontline leaders to drive operational improvements.\nLead technical competency development for the THD team and Maintenance Technicians.\nSupport the adoption of new technologies through training, coaching, and knowledge sharing across the organization.\nWhat We Are Looking For\nExperience & Qualifications\nBachelor's degree in Engineering or another relevant technical field.\nFluent English communication skills is a must.\nProven leadership experience with strong people management skills.\nPrevious experience in manufacturing, engineering, technical support, maintenance, or process-related environments.\nStrong understanding of technical products, service solutions, and troubleshooting processes.\nSolid business acumen with the ability to understand the commercial impact of technical and operational decisions.\nExperience working with technical support, field service, maintenance operations, or similar functions.\nKnowledge of elevator and escalator products is considered a strong advantage.\nStrong IT literacy and ability to work with technical management and reporting tools.\nWillingness to travel when required.\nKey Competencies\nCustomer-focused mindset with a passion for delivering excellent service.\nStrong analytical and problem-solving abilities.\nAbility to make decisions based on data and operational insights.\nExcellent communication and stakeholder management skills.\nProven ability to drive performance and achieve results through teams.\nStrong collaboration and relationship-building capabilities.\nAbility to lead change initiatives and drive continuous improvement.\nPassion for coaching, developing, and empowering others.\nStrategic thinker who can translate business objectives into clear team goals.\nFlexible, adaptable, and proactive approach to managing priorities in a fast-paced environment.\nWhy join KONE?\nAt 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!\nAt 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.\nRead more on https://kone.com/global/en/careers.html","description_format":"text","description_chars":4462,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Industrial Machinery"],"lifecycle":[{"event":"open","at":"2026-10-21T11:07:12Z"}],"visa":[],"liveness":{"score":57,"band":"ok","label":"Likely open","p_open":0.9,"p_active":0.632,"p_room":1,"age_days":2,"expected_fill_days":28,"reasons":["conf:53","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/kone-technical-help-desk-thd-manager","json_url":"https://alion.io/job/kone-technical-help-desk-thd-manager.json","meta":{"generated_at":"2026-10-24T06:12:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8976,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7398},"rest":"https://alion.io/mcp/rest/get_company?id=7398"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkone-technical-help-desk-thd-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkone-technical-help-desk-thd-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkone-technical-help-desk-thd-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/kone-technical-help-desk-thd-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkone-technical-help-desk-thd-manager"}]}