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IT Support Supervisor
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About the Role
We are seeking a highly skilled IT Support Supervisor to lead our cross-functional team in providing level 2 IT support to internal customers across various businesses. As a Technical Support Supervisor, you will be responsible for supervising, coaching, and mentoring a team of Technical Support Specialists to ensure efficient and effective issue resolution.
Key Responsibilities
- Develop and implement a culture of Principle Based Management, coaching employees on its application and benefits.
- Supervise and manage a team of Technical Support Specialists, providing guidance and support to ensure they meet service level commitments and address consumer issues effectively.
- Identify and address performance gaps in employees, developing strategies to improve performance and prepare them for future career opportunities.
- Partner with service owners, team leaders, and peers to evaluate and improve consumer support processes and procedures, ensuring maximum team efficiency and a positive consumer experience.
- Develop and maintain strong customer relationships across supported business groups, effectively handling and resolving customer escalations in a timely manner.
- Manage staffing to meet changing customer demands, ensuring adequate resources are allocated to meet service level commitments.
Requirements
- Working knowledge of cutting-edge technologies and ability to communicate effectively in English and Spanish.
- Ability to work at the office 3 days a week.
- Proficiency in leading remote teams, experience working in an IT shared service, and understanding of KPIs and SLAs.
- Experience with ServiceNow is a plus.
About Koch Global Services
Koch Global Services (KGS) is a leading provider of technology, human resources, finance, project management, and other business solutions. 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, and our business philosophy helps employees unleash their potential while creating value for themselves and the company.
What We Offer
- A competitive salary and benefits package.
- Opportunities for career growth and development.
- A dynamic and supportive work environment.
- Relocation support for eligible candidates.
