IT Team Lead-Americas

Burckhardt Compression is seeking an experienced and people-focused IT Team Lead Service Desk - Americas to lead and manage our regional Service Desk organization supporting users across Canada, North America, Central America, and South America. This leadership role combines team management, operational excellence, service delivery, vendor oversight, budgeting, and strategic IT service improvement.

As the regional IT leader, you will serve as the local people manager for Service Desk professionals while partnering closely with global IT leadership to ensure a consistent, customer-focused, and high-performing support organization. This is an outstanding opportunity for a results-driven IT professional who enjoys developing teams, improving processes, and delivering exceptional service in a global environment.

Key Responsibilities

Leadership & Team Management

• 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.

Service Desk Operations

• 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.

Service Optimization & Continuous Improvement

• 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.

Training & Knowledge Management

• 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.

Project & Change Management

• 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.

Cross-Functional Collaboration

• Partner with Finance, Procurement, Operations, HR, and other business functions to support business continuity and service excellence.
• Build strong stakeholder relationships across the organization.

Quality, Compliance & Risk Management

• 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.

Required Qualifications

Education

• Bachelor's degree in Information Technology, Engineering, Computer Science, or related field; or equivalent vocational training and professional experience.

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.

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.

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

Performance will be measured through key operational and business metrics, including:

• 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.