{"uuid":"6d77924b-40f5-402d-8e9a-676b1a848eb2","applyUrl":"https://jobs.smartrecruiters.com/WireCoWorldGroup/744000149545211-global-helpdesk-manager-","jobAdLanguageCode":"en","jobTitle":"Global Helpdesk Manager ","jobAdLocation":"Rua da Cerfil (Capitão Gramaxo), 45, 4475-468 Nogueira da Maia, Maia, Portugal","employmentType":"Full-time","jobFields":[{"label":"Office Locations","value":"MAIA - LEP, Portugal"},{"label":"Department","value":"Information Technology"}],"content":{"sections":{"companyDescription":{"title":"Company Description","text":"<p>At WireCo®, we create exceptional ropes that inspire limitless innovation. Our brand is the force that drives the world forward. It is our outstanding products that help the world achieve its goals.</p><p><a href=\"https://wireco.com/pt/\" rel=\"noopener noreferrer\">https://wireco.com/pt/</a></p>"},"jobDescription":{"title":"Job Description","text":"<p><u>Job Summary</u></p><p>The Global Helpdesk Manager provides leadership for WireCo's global Helpdesk / Service Desk function and is responsible for building a consistent, customer-focused support model across multiple countries, manufacturing locations, and time zones. The role owns service performance, operational discipline, employee development, and coordination with global IT specialist teams.</p><p>The position will lead the continued development of a unified global support organization, aligning regional teams around common processes, service standards, tools, metrics, escalation practices, and accountability. The successful candidate will bring demonstrated experience leading a geographically distributed support organization for a global company and will be expected to drive measurable improvements in service quality, responsiveness, consistency, and employee experience.</p><p>The Global Helpdesk Manager must exhibit and actively promote the behaviors of the WireCo Business System (WBS):</p><ul><li>Teamwork - welcomes an environment of inclusiveness and healthy debate that reflects our team's strength.</li><li>Accountable - owns outcomes, learns from failures, and celebrates success.</li><li>Self-Aware - considers how actions impact others.</li><li>Noble Intent - acts with integrity and in the interests of others.</li><li>Determined - takes initiative and finds solutions to achieve our goals.</li><li>Transparent - promotes open, honest communication and constructive feedback.</li><li>Curious - seeks knowledge and challenges the status quo.</li></ul><p><u>Duties &amp; Responsibilities</u></p><p>Helpdesk Service Delivery</p><ul><li>Lead day-to-day global Helpdesk operations and ensure timely, professional, and consistent support to WireCo employees across regions and time zones.</li><li>Establish and enforce global standards for ticket intake, prioritization, assignment, escalation, resolution, documentation, and customer communication.</li><li>Own Helpdesk performance through measurable service KPIs, including ticket volume, response and resolution times, backlog, SLA/SLO performance, first-contact resolution, escalation trends, and customer satisfaction.</li><li>Coordinate and improve escalation practices with Infrastructure, Security, Business Applications, ERP, and other IT specialist teams, with an emphasis on resolving issues at the appropriate support tier and reducing unnecessary engineering escalations.</li></ul><p>Customer &amp; Local Support</p><ul><li>Maintain a global support model that balances enterprise standards with regional requirements for language, time zones, site knowledge, and manufacturing operations.</li><li>Ensure appropriate local support is available for device deployment, hardware replacement, factory-floor issues, and other activities requiring an on-site presence.</li><li>Use customer feedback, service metrics, recurring incident trends, and root-cause analysis to identify and drive continuous service improvement.</li></ul><p>Leadership &amp; People Management</p><ul><li>Lead, coach, develop, and evaluate Helpdesk employees across multiple regions; establish clear expectations, measurable goals, service ownership, and individual accountability.</li><li>Develop staffing, coverage, and escalation models that provide effective global support while balancing workload, regional business hours, leave planning, and critical after-hours needs.</li><li>Promote cross-training, documentation, knowledge sharing, succession planning, and continuous development to strengthen global Helpdesk capability and reduce single points of dependency.</li><li>Partner with local Human Resources as needed regarding country-specific employment requirements and employee matters.</li></ul><p>Global Helpdesk Development</p><ul><li>Provide direct management and functional leadership for assigned Helpdesk personnel across multiple regions, with responsibility expected to expand as the global operating model matures.</li><li>Align regional Helpdesk teams around common processes, standards, metrics, tools, knowledge management, service expectations, and escalation practices.</li><li>Drive the transition from regionally independent support practices toward one coordinated global Helpdesk organization with consistent governance, accountability, and customer experience.</li></ul><p>Security, Compliance &amp; Continuous Improvement</p><ul><li>Ensure Helpdesk processes follow applicable security, access control, SOX, change management, audit, and company policy requirements.</li><li>Ensure security incidents and suspected security events are promptly escalated to the appropriate teams.</li><li>Lead Helpdesk improvement initiatives including ITSM platform optimization, endpoint support, automation, self-service, knowledge management, service analytics, and process standardization.</li></ul><p><u>Supervisory Responsibilities</u></p><p>This position has direct supervisory responsibility for assigned Helpdesk personnel and provides global functional leadership across regional support teams. The role is expected to assume broader regional responsibility as the global Helpdesk operating model matures, based on organizational readiness, service stability, workload, and management capacity.</p><ul></ul>"},"qualifications":{"title":"Qualifications","text":"<p><u>Required Education, Experience, Skills and Abilities</u></p><ul><li>Bachelor's degree in Information Technology, Computer Science, Business, or a related field preferred; equivalent education and relevant experience will be considered.</li><li>Minimum of seven (7) years of progressive experience in IT support, service desk, end-user computing, or related IT operations, including significant experience in a leadership or management role.</li><li>Demonstrated experience managing and developing geographically distributed IT support teams across multiple countries or regions in a global company.</li><li>Demonstrated experience building, standardizing, or transforming a regional or global Helpdesk / Service Desk organization, including establishing common processes, service levels, metrics, governance, and accountability.</li><li>Strong working knowledge of IT service management, ticketing platforms, incident and request management, Microsoft 365, Windows endpoints, Active Directory / Entra ID, endpoint management, remote support technologies, and common end-user services.</li><li>Strong leadership, communication, customer service, organizational, problem-solving, prioritization, and change-management skills, with the ability to influence teams across cultures and organizational boundaries.</li></ul><p><u>Preferred Education, Experience, Skills and Abilities</u></p><ul><li>Five (5) or more years of direct people-management experience within a global, multi-region, or large multi-site Helpdesk / Service Desk organization.</li><li>Experience leading IT support in a global manufacturing, industrial, or similarly distributed enterprise environment.</li><li>Experience using ITSM metrics and service analytics to improve SLA performance, customer satisfaction, first-contact resolution, backlog, and escalation rates; ITIL Foundation certification or practical experience with ITIL-aligned service management practices preferred.</li><li>Experience with global service desk transformation, knowledge management, automation, self-service, managed service providers, and/or Microsoft or IT service management certifications.</li></ul>"},"additionalInformation":{"title":"Additional Information","text":"<p><u>Working Conditions/Physical Requirements</u></p><ul><li>Work is primarily performed in an office&#xa0;with regular interaction across multiple countries and time zones.</li><li>Occasional travel to WireCo locations and manufacturing facilities may be required.</li><li>Major incidents or business requirements may occasionally require support outside normal business hours.</li></ul><p><u>Additional Information</u></p><ul><li><p>The scope of the position is expected to evolve as WireCo continues to mature its global Helpdesk organization. The successful candidate is expected to operate as a global support leader who can establish standards, develop people, improve service performance, and create a consistent support experience across WireCo locations. Performs other related duties as assigned.</p></li></ul>"}}},"company":{"name":"WireCo WorldGroup"},"isApplyAvailable":true,"postedDate":"2026-09-15T09:12:46.008Z"}