Technology Supervisor

hace 3 semanas

Guadalajara, Jalisco, México Koch Industries México A tiempo completo

Job Summary

We are seeking a highly skilled Technology Supervisor to lead our IT support team. As a leader in our second-level IT support organization, you will be responsible for supervising, coaching, and mentoring a team of Technical Support Specialists in the day-to-day operations of providing level 2 IT support to internal customers.

Key Responsibilities

  • Develop and apply our culture of Principle Based Management to drive positive outcomes and business value.
  • Provide strong leadership with excellent interpersonal, team building, communication, and influencing skills to drive team performance.
  • 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.
  • 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 ensure team members have the right level of expertise to complete requests and incidents 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 that meet customer and consumer needs.
  • Manage staffing to meet changing customer demands.

Requirements

  • Experience in a leadership role managing a team.
  • Experience at developing talent; individually and organizationally.
  • Experience leading remote teams.

Preferred Qualifications

  • Experience working in an IT leveraged/shared service environment.
  • Experience working in a large, complex, global environment.
  • Ability to drive process improvement and experimentation initiatives that contribute to long-term operational excellence.
  • Ability to manage relationships with key stakeholders.
  • Passion to help people.
  • Coaching and mentoring to provide guidance, support, and development opportunities for team members.
  • Be a team builder to help create and maintain a high-performing group.
  • Cultural competence to adapt new ways of thinking.
  • Strategic thinking to align team goals with the organization.
  • Knowledge of Data Analytics and Data Lake ETL, experience using tools like Python scripting, AWS technologies, and database management.
  • Knowledge of Data Concepts (ETL, near-/real-time streaming, data structures, metadata, and workflow management).
  • Knowledge of Big Data experience (especially on AWS or Azure).
  • Knowledge of Programming/Scripting (Python, Go Lang, or C/C++).

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