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 TeamAs 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 DoUnderstand, develop, apply, and coach employees on our culture of Principle Based ManagementSupervise, 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 businessesProvide strong leadership with excellent interpersonal, team building, communication and influencing skills to drive positive outcomes and business valueIdentify, assess, and work to close gaps in employee performance and development areas to improve performance and prepare them for their next career path opportunityMonitor and manage group and individual performance to ensure the team is efficiently and effectively addressing consumer issues and meeting service level commitmentsContinually evaluate and improve consumer support processes and procedures to maximize team efficiencies and ensure a positive consumer experienceIdentify 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 qualityDevelop and maintain strong customer relationships across business groups supported; effectively handle and resolve customer escalations in a timely mannerPartner with service owners, team leaders and peers across the globe to improve processes and identify new service opportunities that meet customer and consumer needsManage staffing to meet changing customer demandsWho You Are (Basic Qualifications)Experience in a leadership role managing a teamExperience at developing talent; individually and organizationallyExperience leading remote teamsWhat Will Put You AheadExperience working in an IT leveraged/shared service environmentExperience working in a large, complex, global environmentAbility to drive process improvement and experimentation initiatives that contribute to long-term operational excellenceAbility to manage relationships with key stakeholdersPassion to help the peopleCoaching and mentoring to provide guidance, support, and development opportunities for team membersTeam building skills to help create and maintain a high-performing groupCultural competence to adapt to new ways of thinkingStrategic thinking to align team goals with the organizationKnowledge of Data Analytics and Data Lake ETLExperience using tools like Python scripting, AWS technologies, and databasesKnowledge of Data Concepts (ETL, near-/real-time streaming, data structures, metadata, and workflow management)Knowledge of Big Data experience (especially on AWS or Azure)Knowledge of Programming/Scripting (Python or Go Lang or C/C++)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 AreAt 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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