Technical Support Supervisor

Your Job

The Technical Support Supervisor will have strong people leading skills and a desire to contribute to and improve our IT support structure, own challenges that come with supporting a global enterprise environment and proactively build relationships with key business stakeholders.

Our Team

The Employee Services Organization provides value-added strategic partnerships with other Koch companies in ownership and support of several key processes and platforms. We deliver IT products and services that enable employee success and collaboration, foundational accounts and devices, and transformational mobility and XR experiences. As a trusted partner, we focus on people, processes, technology, and data to drive transformation. Our team members are key contributors through the application of frameworks and principles with an emphasis on leveraging critical and economic thinking to drive value

What You Will Do

• 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
• Provide strong leadership with excellent interpersonal, team building, communication and influencing skills to drive positive outcomes and business value
• 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 ensuring 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

Who You Are (Basic Qualifications)

• Proven experience coaching and developing employees
• Experience leading employees on a global level
• Experience working effectively and collaboratively with minimal direction

What Will Put You Ahead

• Experience working in an IT leveraged / shared service 
• Experience working in a large, complex, global environment
• Ability to drive process improvement and experimentation initiatives that contribute to long-term operational excellence
• Understanding and management of KPIs and SLAs
• Ability to manage relationships with key stakeholders

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Hiring Philosophy

All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.

Who We Are

As a Koch company, Koch Global Services (KGS) creates solutions spanning technology, human resources, finance, project management and anything else our businesses need. 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. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Our Bene