{"id":121980,"url":"https://alion.io/job/metro-skill-chapter-lead-global-helpdesk","title":"Skill Chapter Lead – Global Helpdesk","company":{"id":4153,"name":"METRO","domain":"metro.com","url":"https://alion.io/company/metro","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":121,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":35,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Brașov, Romania"],"countries":["RO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":true}],"status":"live","first_seen_at":"2026-08-25T11:53:08Z","employer_posted_date":"2026-08-25","last_verified_at":"2026-10-17T13:20:43Z","board_verified":true,"closed_at":null,"days_open":53,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":53},"description":"About us:\nPassion for food. Hunger for tech. We make METRO digital.\nToday technology is driving the world. And at METRO.digital we are driving the technology for one of the leading international wholesalers specializing in food - METRO. From e-commerce to checkout, to delivery software, we work on a wide range of products to make each day a success for our customers and colleagues. With passion and ownership, we build the future of wholesale.\nAre you driven to create smart solutions for customers around the globe? You want to grow in a flexible environment? Let the right career opportunity find you and join us!\n How will you make an impact?\nWe are looking for a Skill Chapter Lead - Global Helpdesk to help build and lead METRO’s global IT support organization. The role will report in the future Platform Global IT Service Operations.\nIn this role, you will contribute with your functional expertise to help develop and lead a team of Helpdesk specialists delivering IT support to users across multiple countries. You will define capabilities, develop talent, establish consistent ways of working, and ensure the organization is set up for long-term success.\nWorking closely with the project team and key stakeholders, you will play an important role in turning the organizational design into an effective operating model, shaping a modern, scalable and customer-focused Helpdesk operation.\nJoin our team as leader and make the difference to build the next level capabilities of METRO Global Helpdesk.\nYour Responsibilities:\nAct as a line manager and coach for the chapter members and help people with their growth;\nFoster a culture of learning, collaboration and innovation within the chapter;\nDevelop chapter strategies for future oriented capability evolution;\nDefine and enforce best practices, standards, methodologies and help to use common technical approaches;\nPromote knowledge sharing across squads and chapters (incl. support for building communities);\nProvide technology guidance to squads and platforms;\nSupport squads in solving complex technology challenges keeping teams empowered for solution resolution;\nEnsure staying updated on industry trends and emerging technologies;\nContribute to roadmaps and strategies with technical expertise;\nEnsure optimal allocation of chapter members to squads based on skills and priorities;\nLead recruitment and onboarding of chapter members;\nSelect external partners and manages their performance;\nSupport initiatives for process optimization, cost reduction and efficiency gains;\nCollaborate with other chapter leads, squad leads, and senior management to align on strategic; initiatives and drive the success of squad business goals;\nManage chapter from administrative perspective.\n University degree in a relevant field for area of expertise\nTypically 5-8 years of relevant professional experience within the area of expertise, including experience in establishing support organizations and optimizing support delivery in large, complex organizations.\nComprehensive level of expertise in IT support function and in particular Helpdesk/Level 1 related business and technology;\nAbility to think strategic and to act hands-on short term;\nStrong leadership competence with management responsibility for up to 40 people (in best case with experience in matrix organizations);\nExperience in defining and managing common standards and ways of working in a complex and dynamic environment;\nDemonstrated experience in management of topics combining business and IT needs;\nExcellent communication, coaching, and stakeholder management skills;\nVery good fluency in English (written and verbal). German language nice to have\n What we offer at METRO.digital?\nHybrid and agile work: thrive in a flexible, multicultural environment.\nAt METRO.digital, we promote work-life balance through a hybrid working model. You’ll be part of self-organizing, multicultural teams that collaborate in an agile setup.\nPeople development: when you grow so do we!\nWe want you to become the best version of yourself with individual and company-wide programs and trainings for people development. Focused among other on development, leadership, appreciation ... it´s time to upskill your career.\nSupport with individual solutions: we are people-caring!\nWe offer support whenever you need it - at every stage of your professional journey.\nWant to know more about all our benefits? Discover more here.\nLet´s connect soon. Apply for the role now!\nPosition grade within our career framework: Skill Chapter Lead MD 9","description_format":"text","description_chars":4541,"description_truncated":false,"requirements":{"experience_years_min":5,"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},{"language":"German","level":"All levels","optional":true}]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Romania","iso":"RO","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Wholesale"],"lifecycle":[{"event":"open","at":"2026-08-25T11:53:08Z"}],"visa":[],"liveness":{"score":17,"band":"cold","label":"Long shot","p_open":1,"p_active":0.466,"p_room":0.36,"age_days":52,"expected_fill_days":35,"reasons":["conf:2","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/metro-skill-chapter-lead-global-helpdesk","json_url":"https://alion.io/job/metro-skill-chapter-lead-global-helpdesk.json","meta":{"generated_at":"2026-10-17T14:48:19Z","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":19989,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"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":4153},"rest":"https://alion.io/mcp/rest/get_company?id=4153"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmetro-skill-chapter-lead-global-helpdesk"},{"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%2Fmetro-skill-chapter-lead-global-helpdesk"},{"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%2Fmetro-skill-chapter-lead-global-helpdesk"},{"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/metro-skill-chapter-lead-global-helpdesk\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmetro-skill-chapter-lead-global-helpdesk"}]}