Manuel Hecht has more than a decade of experience in designing and developing business-oriented web applications. Since 2003 he has been involved in the OTRS project and provides innovative OTRS software solutions to OTRS Groups' customers.

As the former Director Custom Development he took the responsibility for all custom engineering related to OTRS Help Desk and OTRS ITSM. Before this engagement he was a major player in designing and programming OTRS ITSM between 2005 and 2009.