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
• 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 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.
• knowledge
Data Analytics and Data Lake ETL Experience using tools like Python scripting,
AWS technologies, Database.
• knowledge
Data Concepts (ETL, near-/real-time streaming, data structures, metadata, and
workflow management
• knowledge
Big Data experience (especially on AWS or Azure)
• knowledge
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
