Manager - IT Employee Services

You should be able to proactively build relationships with key business stakeholders in the organization to assist with the escalations and trends that are impacting their business units. You will be responsible for enriching end user experience by driving continuous transformation. Together with our Global centers, we are responsible for ensuring our customers receive the support they need via phone, chat, and self-service 24x7 in multiple languages. We prioritize the value of our users' time by implementing efficient callback options, significantly improving both Customer Satisfaction and overall, First Contact Resolution rate, We are here to help, proactively spreading awareness and improving the customer journey. Join us and experience the difference!

Our Team

At Koch, we empower employees to innovate, experiment and transform, prioritize the highest value opportunities, develop, and leverage advantaged capabilities, and provide innovative and transformative solutions that will accelerate profitable outcomes. If you are passionate about people and providing IT solutions, this is the role for you! Being a Supervisor in Koch IT Support, you will have the opportunity to lead a cross functional team where you will be expected to collaborate with a team of leaders, both global and remote, to maximize the potential of this large and diverse team while identifying and developing your own team's unique comparative advantages that will allow them to create value in future roles along their career paths.

What You Will Do

• Understand, develop, and coach employees on our culture of Principle Based Management and have the opportunity to demonstrate PBM application via SBO

• People manager for 8-10 associates. Supervise, coach, mentor and develop a group of technical support associates in the day-to-day operations of providing IT customer support to multiple business groups
• Having 1 on 1 discussions with the associates to identify, assess and work to close gaps in employee's development areas
• Ensure the team is efficiently and effectively addressing consumer issues and meeting service level commitments
• Collaborate with various teams/people/customers to understand priorities and vision
• Share appropriate feedback with team members wherever required
• Responsible for performance review of the associates
• Sharing weekly performance reviews and feedback with the employees
• Represent SD in Global leadership/Business Customers Meeting and collaboration
• Develop and enable your people and create a good environment and help them in their self-actualization journey

Who You Are (Basic Qualifications)

• 7+ years of experience in Customer Service domain will be preferable (Having worked in a support organization where we help customers globally by providing IT solutions).

• 2+ years of experience in leading a team.
• Knowledge of using ticketing tools (Preferably ServiceNow and Genesis).
• Knowledge of CRM tools.
• Relevant experience and understanding of Service desk operations, Key stakeholder engagement strategies and KPI analysis will be preferable.
• Passion for people and keen interest in coaching, mentoring, and developing people is required.
• Highly people centric organization requires excellent interpersonal skills.
• Good analytical knowledge and reasoning is required to manage escalations.
• Good Business acumen.
• Candidates must be willing and able to work shifts on a rotational basis according to demands of the business. This includes APAC, EMEA & AMER shifts & be flexible to be available during weekends, and holidays based on business requirement.

What Will Put You Ahead

Supervisory experience, Knowledge on Service now & Genesis tool, good with reporting and analysis, MS Excel, PowerPoint, good documentational skills, strong verbal & written communication skills, alignment with our culture.

Knowledge on generative AI, knowledge on various ticketing tools or CRM tools, knowledge on project management

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.

Who We Are

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.

Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.

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