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IT Support Operations Lead

hace 2 meses

Guadalajara, Jalisco, México Koch Global Services A tiempo completo

About Koch Global Services

Koch Global Services is a leading provider of IT support services, dedicated to delivering exceptional customer experiences across multiple business groups.

Job Summary:

We are seeking an experienced IT Support Operations Lead to join our team. As a key member of our second-level IT support organization, you will lead a cross-functional team in identifying and developing unique comparative advantages that drive value in current roles and prepare for future growth.

Key Responsibilities:

  • Supervise, coach, mentor, and develop a group of Technical Support Specialists in 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 efficiently addresses consumer issues and meets service level commitments.
  • Partner with service owners, team leaders, and peers across the globe to evaluate and improve consumer support processes and procedures.
  • Develop and maintain strong customer relationships; 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.
  • Working knowledge giving support in cutting-edge technologies to different countries.
  • Ability to communicate effectively in English and Spanish.
  • Proficiency leading remote teams.
  • Experience working in an IT shared service.
  • Understanding, development, and management of KPIs and SLAs.

What We Offer:

  • A competitive salary range of $80,000 - $110,000 per year, depending on experience.
  • Relocation bonus/support available.
  • Ongoing training and development opportunities.

About You:

We are looking for an experienced IT Support Operations Lead who can lead a team in providing exceptional customer experiences. If you have a proven track record of success in IT operations leadership and are passionate about delivering results-driven solutions, we encourage you to apply.