IT Team Lead-Americas

Leadership & Team Management

Service Desk Operations

Service Optimization & Continuous Improvement

Training & Knowledge Management

Project & Change Management

Cross-Functional Collaboration

Quality, Compliance & Risk Management

Education

Experience

• 5+ years of experience leading Service Desk or IT Support operations.
• Proven success managing and developing technical support teams in a multi-site or international environment.
• Strong understanding of IT Service Management (ITSM) and Helpdesk operations.
• Experience managing budgets, vendors, contracts, and service providers.
• Experience leading IT projects and service improvement initiatives.
• Knowledge of ITIL principles and service management frameworks.
• Experience supporting cybersecurity, compliance, and risk management activities.
• Education
• Bachelor's degree in Information Technology, Engineering, Computer Science, or related field; or equivalent vocational training and professional experience.
• Skills & Competencies
• Strong leadership, coaching, and team-building abilities.
• Excellent communication, presentation, and stakeholder management skills.
• Strong analytical and problem-solving capabilities.
• Ability to translate operational data into actionable business insights.
• Financial acumen with budgeting and cost-control experience.
• Strong organizational and project management skills.
• Ability to thrive in a fast-paced, global environment.
• Language Requirements
• Fluent English, written and verbal.
• Additional language skills are considered an asset.

Skills & Competencies

Language Requirements

Preferred Qualifications

• ITIL Foundation or higher certification.
• Experience with ServiceNow, Jira Service Management, Freshservice, or similar ITSM platforms.
• Experience managing outsourced or insourced service desk environments.
• Project Management certification (PMP, PRINCE2, Agile, or equivalent).
• Experience supporting multinational organizations.
• What Success Looks Like
• IT Service Availability and Uptime
• Incident Response and Resolution Times
• User Satisfaction Scores
• Service Level Agreement (SLA) Performance
• Budget Management and Cost Control
• Vendor Performance Compliance
• Security and Compliance Results
• Service Improvement Outcomes
• Employee Development and Team Engagement
• Why Join Burckhardt Compression?
• At Burckhardt Compression, you will have the opportunity to lead a critical regional IT function supporting employees across the Americas. You'll work alongside global IT leaders, influence technology strategy, develop high-performing teams, and play a vital role in delivering reliable, secure, and efficient IT services that support business success.
• Apply today and help shape the future of IT service delivery across the Americas.
• Burckhardt Compression creates leading compression solutions for a sustainable energy future and the long-term success of its customers. The Group is the only global manufacturer that covers a full range of reciprocating compressor technologies and services. Since 1844, its passionate, customer-oriented and solution-driven workforce has set the benchmark in the gas compression industry.

What Success Looks Like

Why Join Burckhardt Compression?

Responsibilities

• Lead, coach, and mentor a regional team of Service Desk Technicians, Apprentices, Agents, and Support Staff.
• Foster a collaborative, service-oriented culture focused on continuous improvement and professional development.
• Conduct performance reviews, coaching sessions, and development planning in alignment with global IT leadership.
• Monitor team performance, workload distribution, and employee engagement.
• Manage regional IT budgets, forecasting, reporting, and cost-control activities.
• Oversee vendor relationships, contracts, and service provider performance.
• Participate in leadership meetings and business reviews, providing updates on IT operations and initiatives.
• Oversee day-to-day delivery of IT support services throughout the Americas region.
• Manage the Service Desk as the primary point of entry for incidents, requests, and support inquiries.
• Act as the escalation point for complex technical and service-related issues.
• Ensure timely resolution and communication throughout the incident lifecycle.
• Monitor ticket volume, service levels, and operational performance metrics.
• Prepare operational reports, service reviews, and leadership presentations.
• Identify opportunities for technology improvements, upgrades, and service enhancements.
• Collaborate with business stakeholders to align support services with organizational goals.
• Analyze operational data and recommend process improvements to increase efficiency and user satisfaction.
• Develop and maintain KPIs, dashboards, and performance reporting.
• Create and maintain process documentation, workflows, user guides, and knowledge resources.
• Implement and promote ITIL-based service management best practices.
• Gather user feedback and identify trends to proactively improve service quality.
• Develop and deliver training programs for Service Desk processes, tools, and technologies.
• Ensure documentation and training materials remain current and effective.
• Support employee onboarding and continuous technical development.
• Lead service improvement initiatives from planning through execution.
• Support regional IT projects, implementations, and business technology initiatives.
• Ensure projects are delivered on time, within scope, and within budget.
• Partner with Finance, Procurement, Operations, HR, and other business functions to support business continuity and service excellence.
• Build strong stakeholder relationships across the organization.
• Establish quality assurance standards and processes.
• Support cybersecurity, compliance, and governance initiatives.
• Assess operational risks and implement mitigation strategies.
• Ensure adherence to regional and global IT policies and standards.