Your Job
The Technical Support Manager will have strong people leading skills and a desire to contribute to and improve our IT support structure, own challenges that come with supporting a global enterprise environment and proactively build relationships with key business stakeholders.
Our Team
The Employee Services Organization provides value-added strategic partnerships with other Koch companies in ownership and support of several key processes and platforms. We deliver IT products and services that enable employee success and collaboration, foundational accounts and devices, and transformational mobility and XR experiences. As a trusted partner, we focus on people, processes, technology, and data to drive transformation. Our team members are key contributors through the application of frameworks and principles with an emphasis on leveraging critical and economic thinking to drive value.
What You Will Do
- Understand, develop, apply, and coach employees on our culture of Principle Based Management
- Supervise, coach, mentor and develop a group of Technical Support Specialists in the day-to-day operations of providing level 2 IT support to internal customers from multiple businesses predominantly located in the United States
- Provide strong leadership with excellent interpersonal, team building, communication and influencing skills to drive positive outcomes and business value
- Identify, assess, and work to close gaps in employee performance and development areas to improve performance and prepare them for their next career path opportunity
- Monitor and manage group and individual performance to ensure the team is efficiently and effectively addressing consumer issues and meeting service level commitments
- Continually evaluate and improve consumer support processes and procedures to maximize team efficiencies and ensure a positive consumer experience
- Identify needs for individual/group training and ensure team members have the right level of expertise to complete requests and incidents accurately, timely and with a high level of quality
- Develop and maintain strong customer relationships across business groups supported; effectively handle and resolve customer escalations in a timely manner
- Partner with service owners, team leaders and peers across the globe to improve processes and identify new service opportunities that meet customer and consumer needs
Who You Are (Basic Qualifications)
- Proven experience coaching and developing employees
- Experience leading employees on a global level
- Experience working effectively and collaboratively with minimal direction
What Will Put You Ahead
- Experience working in an IT leveraged / shared service
- Experience working in a large, complex, global environment
- Ability to drive process improvement and experimentation initiatives that contribute to long-term operational excellence
- Understanding and management of KPIs and SLAs
- Ability to manage relationships with key stakeholders
Who We Are
At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.
Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.
Please visit the following website for additional information:
http://www.kochcareers.com/doc/Everify.pdf
Koch is proud to be an equal opportunity workplace.
