Technical Support Team Lead

hace 1 mes


Guadalajara, Jalisco, México Koch Global Services A tiempo completo

Your Role

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

Our Team

Our Shared Services Center provides 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.

Key Responsibilities

  • 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.

Requirements

  • 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.

This role is eligible for relocation bonus/support

#LI-CNB



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