Skill Chapter Lead – Global Helpdesk

About the role

METRO.digital, the digital arm of METRO, a leading international wholesaler of food, is looking for a Skill Chapter Lead for its Global Helpdesk. The role reports to the future Platform Global IT Service Operations and contributes functional expertise to build and lead a team of Helpdesk specialists delivering IT support to users across multiple countries. It turns the organizational design into an effective, scalable and customer-focused operating model.

Key responsibilities

• Act as line manager and coach for chapter members and foster a culture of learning, collaboration and innovation
• Develop chapter strategies for future capability evolution and define best practices, standards and common technical approaches
• Promote knowledge sharing across squads and chapters, provide technology guidance and support squads in solving complex challenges
• Stay updated on industry trends, contribute to roadmaps and allocate chapter members to squads by skills and priorities
• Lead recruitment and onboarding, select and manage external partners, and support process optimization and cost reduction
• Work with other chapter leads, squad leads and senior management, and manage the chapter administratively

Required profile

• University degree in a relevant field
• Typically 5-8 years of experience, including setting up support organizations and optimizing support delivery in large, complex organizations
• Comprehensive expertise in IT support and Helpdesk/Level 1 business and technology
• Leadership experience managing up to 40 people, preferably in matrix organizations
• Experience defining common standards and managing topics combining business and IT needs
• Very good written and spoken English; German is a plus

What we offer

• Hybrid and agile work in a flexible, multicultural environment
• Individual and company-wide development programs and training
• Personalized support throughout your career