Technical Support Supervisor

Description

As a leader in Koch's second level IT support organization, you will have the opportunity to lead a cross functional team leveraging the Intelligent Swarming methodology. You will be expected to collaborate with a team of leaders, both local and remote, to maximize the potential of this large and diverse team while identifying and developing your own team's unique comparative advantages that will allow them to create value in future roles along their career paths. The perfect candidate will have a strong desire to contribute to and improve our IT support structure and the challenges that come with supporting a Global Enterprise environment while developing their team to maximize their potential value to Koch Industries. You should be able to collaborate across teams and proactively build relationships with key business stakeholders in the organization to assist with the escalation of issues and trends that are impacting their business units.

What You Will Do In Your Role

• Supervise, coach, mentor and develop a group of technical support administrators in the day-to-day operations of providing IT customer support to multiple business groups
• Identify, assess, and work to close gaps in employee development areas in preparation for their next career path opportunity 
• Develop, implement, review and monitor 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 incident 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 
• Ensure adequate staffing to meet changing customer demands  Evaluate and implement new tools, platforms, and processes

The Experience You Will Bring

Requirements:

• At least 2 years of experience coaching and developing direct reports
• At least 2 years of experience working an IT environment
• Bachelor’s degree or 4 years of work experience in an IT environment

What Will Put You Ahead

• ITTL foundation certification
• Knowledge Centered Support certification (HDI)

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