.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 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 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.Team building skills to create and maintain a high-performing group.Cultural competence to adapt to new ways of thinking.Strategic thinking to align 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)