Job description

Your Job

You will be expected to identify and develop your own team's unique comparative advantages that will allow them to create value in their current role and prepare for future growth. The perfect candidate 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

As a leader in Koch Global Services second level IT support organization, you will lead a cross functional team leveraging Intelligent Swarming methodology. You will be expected to collaborate with a team of leaders, both local and remote, to maximize the potential of a large and diverse team.

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
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 ensuring 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

Who You Are (Basic Qualifications)

Experience in a leadership role managing a team
Experience at developing talent; individually and organizationally
Experience leading remote teams

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
Ability to manage relationships with key stakeholders
Passion to help the people
Decision-making
Coaching and mentoring to providing guidance, support, and development opportunities for team member
Problem solving
Be a team building so you can help to create and maintain a high-performing group
Have a cultural competence to adapting new ways to think
Strategic Thinking to aligning team goals with the organization.
Managing IT Development and support teams
Experience in SQL Server transact-SQL or PL/SQL, Microsoft stack (C#, ASP.NET framework, Java Script)
Understand the flow of EDI transactions, inbound and outbound file processing, communication protocols like AS2, SFTP, FTP, HTTP/S.

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

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.

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