Skill Chapter Lead – Global Helpdesk

How will you make an impact?

We 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.

In 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.

Working 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.

Join our team as leader and make the difference to build the next level capabilities of METRO Global Helpdesk.

Your Responsibilities:

• Act as a line manager and coach for the chapter members and help people with their growth;
• Foster a culture of learning, collaboration and innovation within the chapter;
• Develop chapter strategies for future oriented capability evolution;
• Define and enforce best practices, standards, methodologies and help to use common technical approaches;
• Promote knowledge sharing across squads and chapters (incl. support for building communities);
• Provide technology guidance to squads and platforms;
• Support squads in solving complex technology challenges keeping teams empowered for solution resolution;
• Ensure staying updated on industry trends and emerging technologies;
• Contribute to roadmaps and strategies with technical expertise;
• Ensure optimal allocation of chapter members to squads based on skills and priorities;
• Lead recruitment and onboarding of chapter members;
• Select external partners and manages their performance;
• Support initiatives for process optimization, cost reduction and efficiency gains;
• Collaborate with other chapter leads, squad leads, and senior management to align on strategic; initiatives and drive the success of squad business goals;
• Manage chapter from administrative perspective.

• University degree in a relevant field for area of expertise
• Typically 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.
• Comprehensive level of expertise in IT support function and in particular Helpdesk/Level 1 related business and technology;
• Ability to think strategic and to act hands-on short term;
• Strong leadership competence with management responsibility for up to 40 people (in best case with experience in matrix organizations);
• Experience in defining and managing common standards and ways of working in a complex and dynamic environment;
• Demonstrated experience in management of topics combining business and IT needs;
• Excellent communication, coaching, and stakeholder management skills;
• Very good fluency in English (written and verbal). German language nice to have

What we offer at METRO.digital?

• Hybrid and agile work: thrive in a flexible, multicultural environment.

At 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.

• People development: when you grow so do we!

We 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.

• Support with individual solutions: we are people-caring!

We offer support whenever you need it - at every stage of your professional journey.

Want to know more about all our benefits? Discover more here.

Let´s connect soon. Apply for the role now!

Position grade within our career framework: Skill Chapter Lead MD 9