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IT Operations Support Manager

This job posting is no longer active.

Description

KBX Logistics in Green Bay, WI is seeking an IT Operations Support Manager who will enable the product teams with processes and system so they can provide customers, clients, and staff with global technical support. As an IT Operations Support Manager, you will be responsible for overseeing the overall technical operations health for the organization while ensuring overall efficiency. The IT Operations support Manager will provide guidance, and recommendations to product teams. They will be responsible to collect and analyze metrics, provide reports regularly to product managers, and routinely assess the efficiency, effectiveness, and technical proficiency of the support team. The position requires excellent communication skills to work effectively with subordinates, customers, engineers, managers, and others. A successful record in project management is helpful in improving support processes, and operations support managers need to be able to think quickly and adapt in a flexible work environment. 

What You Will Do In Your Role

  • Utilizing empathy as a strategy for delivering the best customer experience
  • Assisting in setting and delivery strategy for the overall support department
  • Ensuring there is value exchange through customer interactions as a customer experiences have a larger impact on business and society
  • Ensuring customer service is timely and accurate daily
  • Influencing product teams to ensure ticketing system is working correctly and daily monitoring of tickets and calls to ensure clients and operations needs are met
  • Establishing scorecards and metrics on your team’s results
  • Establishing workflows, best practices, and standards through the entire technical support process
  • Working with product teams to determine root cause of issues, while ensuring proper follow up documentation is completed and knowledge articles are written. 

The Experience You Will Bring

Requirements:

  • 3+ years in a lead position on an IT team
  • 3+ months of experience strategically leading efforts supporting a long-term goal
  • 1+ year of experience creating structure and processes from scratch and improving existing processes

What Will Put You Ahead

  • Experience managing support teams
  • Be a visionary and have flexibility to concentrate in the areas where you are needed 
  • Experience developing long term strategies
  • Lean project management experience
  • Previous experience working with computer technicians, engineers, or programmers 


Salary and Benefits Commensurate with Experience.
Equal Opportunity Employer.
Except where prohibited by state law, all offers of employment are conditioned upon successfully passing a drug test.

This employer uses E-Verify. Please visit the following website for additional information: www.kochcareers.com/doc/Everify.pdf

This job posting is no longer active.

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