Your Job

As a Technical Support Supervisor in Koch Global Services second level IT support organization, you will lead a cross functional team identifying and developing your team's unique comparative advantages that will allow them to create value in their current role and prepare for future growth.

Our Team

Our Shared Services Center gives support to all Koch businesses across the globe collaborating 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.

• 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.

• Partner with service owners, team leaders and peers across the globe to continually evaluate and improve consumer support processes and procedures to maximize team efficiencies and ensure a positive consumer experience.

• Develop and maintain strong customer relationships across business groups supported; effectively handle and resolve customer escalations in a timely manner.

• Manage staffing to meet changing customer demands.

Who You Are (Basic Qualifications)

• Experience leading and developing a team of technical support specialists (systems, applications, network, cloud, DevOps, EDI, software, MES).

• Working knowledge giving support in cutting edge technologies to different countries.

• Ability to communicate effectively in English and Spanish.

• Willing and able to work at the office 3 days a week.

What Will Put You Ahead

• Proficiency leading remote teams.

• Experience working in an IT shared service.

• Understanding, development and management of KPIs and SLAs.

• Experience with ServiceNow

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

As a Koch company, Koch Global Services (KGS) creates solutions spanning technology, human resources, finance, project management and anything else our businesses need. With locations in India, Mexico, Poland and the United States, our employees have the opportunity to make a global impact.

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.

This role is eligible for relocation bonus/support

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