.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 across functional teams 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 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 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.Manage staffing to meet changing customer demands.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 AheadExperience working in an IT leveraged/shared service environment.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 people.Coaching and mentoring to provide guidance, support, and development opportunities for team members.Be a team builder to help create and maintain a high-performing group.Cultural competence to adapt new ways of thinking
