Service Desk Training and Knowledge Manager

Job Title

Service Desk Training and Knowledge Manager

Job Description

Introduction

As Service Desk Training and Knowledge Manager, you will develop, maintain, and continuously improve the operational capability of the Global Support Center within the Airports domain. You will ensure Service Desk engineers have the knowledge, skills, and tools required to effectively support Vanderlande airport customers and products. 

What will you be doing?

You will own training, onboarding, competency development, and knowledge management across the support organization. By identifying capability gaps, coordinating learning programs, and maintaining high-quality support knowledge, you will help enable faster incident resolution, improved triage, consistent service delivery, and accelerated employee development. You will work closely with Global Support Center teams, Service Delivery Managers, Product Development, Subject Matter Experts, and operational support teams to ensure knowledge is transferred and embedded in daily operations. 

Responsibilities

• Own the Global Support Center training and development framework, including role-based learning paths, recurring technical training, competency assessments, and evaluation of training effectiveness.

• Develop and deliver training on baggage handling systems, airport operations, products, services, support processes, product releases, system enhancements, troubleshooting techniques, and operational best practices.

• Own structured onboarding programs and plans for new Airports Global Support Center employees, monitor progress against agreed competency timelines, and continuously improve onboarding standards and learning milestones.

• Govern the support knowledge base and knowledge management processes, including standards for article creation, maintenance, quality assurance, usage monitoring, and knowledge capture from incidents, investigations, projects, and product teams.

• Build and coordinate a global network of Key Users and Subject Matter Experts, promote knowledge sharing, and facilitate two-way communication and feedback across engineering, product, expert, and operational support teams.

• Develop the Service Desk capability roadmap, use operational metrics and incident trends to identify capability gaps, improve triage and decision-making, and partner with management on future skill priorities, training investments, and workforce readiness.

What do we ask from you?

• At least five years of experience in IT Operations, Service Management, Technical Support, Training, Knowledge Management, or a related field.
• Experience in airport operations, logistics automation, industrial automation, or another mission-critical environment is preferred.
• Strong understanding of incident management, triage processes, support operations, and operational service improvement.
• Proven experience designing and delivering technical training programs, onboarding frameworks, learning paths, competency models, and development plans.
• Experience governing knowledge bases and knowledge management processes, with the ability to simplify complex technical concepts and transfer knowledge effectively.
• Excellent presentation, coaching, facilitation, communication, analytical, stakeholder management, and collaboration skills, with proven effectiveness in an international environment across cultures, continents, and time zones.

About the team

The role is part of the Airports Global Support Center and works across the global support organization. You will collaborate closely with Service Desk teams, Service Delivery Managers, Product Development, Subject Matter Experts, engineering teams, and operational support teams to strengthen service capability and embed knowledge into daily operations. 

About Vanderlande

Vanderlande builds automated systems for airports and parcel logistics, managing baggage from check-in to reclaim and sorting parcels across some of the world's largest delivery networks. A place to grow, with people who bring out the best in each other. 

Diversity & Inclusion

Vanderlande is an equal opportunity/affirmative action employer. Qualified applicants will be considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.