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IT Support Team Lead
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Guadalajara, Jalisco, México Koch Industries A tiempo completoAbout Koch Global ServicesKoch Global Services (KGS) es una compañía de soluciones que abarca tecnología, recursos humanos, finanzas, gestión de proyectos y cualquier otra necesidad de nuestras empresas. Con ubicaciones en India, México, Polonia y los Estados Unidos, nuestros empleados tienen la oportunidad de hacer un impacto global.
IT Support Team Lead
hace 1 mes
Company Overview
Koch Global Services is a leading provider of innovative solutions to the global marketplace. As a Technical Support Supervisor in our second-level IT support organization, you will lead a cross-functional team identifying and developing your team's unique comparative advantages that will allow them to create value in their current role and prepare for future growth.
We are committed to delivering exceptional customer experiences across all Koch businesses globally. Our Shared Services Center collaborates with a team of leaders, both local and remote, to maximize the potential of a large and diverse team.
Job Description
You will 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. This role requires strong leadership skills to monitor and manage group and individual performance, ensuring the team is efficiently and effectively addressing consumer issues and meeting service level commitments.
The successful candidate will 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.
Key Responsibilities
- Supervise and develop a team of technical support specialists (systems, applications, network, cloud, DevOps, EDI, software, MES).
- Monitor and manage group and individual performance to ensure the team meets service level commitments.
- Partner with service owners and team leaders to continually evaluate and improve consumer support processes and procedures.
- Develop and maintain strong customer relationships across business groups supported.
- Manage staffing to meet changing customer demands.
Requirements and Qualifications
The ideal candidate should have:
- Experience leading and developing a team of technical support specialists.
- A working knowledge of giving support in cutting-edge technologies to different countries.
- Ability to communicate effectively in English and Spanish.
- A willingness and ability to work at the office 3 days a week.
Preferred Qualifications
- Proficiency leading remote teams.
- Experience working in an IT shared service.
- Understanding, development, and management of KPIs and SLAs.
- Experience with ServiceNow.
Estimated Salary: $90,000 - $110,000 per year
This role is eligible for relocation bonus/support.
