Koch Industries
Technical Support Supervisor
Koch Industries, Atlanta, Georgia, United States, 30383
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 DoUnderstand, develop, apply, and coach employees on our culture of Principle Based ManagementSupervise, 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 businessesProvide strong leadership with excellent interpersonal, team building, communication and influencing skills to drive positive outcomes and business valueIdentify, assess, and work to close gaps in employee performance and development areas to improve performance and prepare them for their next career path opportunityMonitor and manage group and individual performance to ensure the team is efficiently and effectively addressing consumer issues and meeting service level commitmentsContinually evaluate and improve consumer support processes and procedures to maximize team efficiencies and ensure a positive consumer experienceIdentify 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 qualityDevelop and maintain strong customer relationships across business groups supported; effectively handle and resolve customer escalations in a timely mannerPartner with service owners, team leaders and peers across the globe to improve processes and identify new service opportunities that meet customer and consumer needsWho You Are (Basic Qualifications)
Proven experience coaching and developing employeesExperience leading employees on a global levelExperience working effectively and collaboratively with minimal directionWhat Will Put You Ahead
Experience working in an IT leveraged / shared serviceExperience working in a large, complex, global environmentAbility to drive process improvement and experimentation initiatives that contribute to long-term operational excellenceUnderstanding and management of KPIs and SLAsAbility 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 Benefits
Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.
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.
Equal Opportunities
Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please visit the following website for additional information: http://www.kochcareers.com/doc/Everify.pdf
#LI-KR5
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 DoUnderstand, develop, apply, and coach employees on our culture of Principle Based ManagementSupervise, 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 businessesProvide strong leadership with excellent interpersonal, team building, communication and influencing skills to drive positive outcomes and business valueIdentify, assess, and work to close gaps in employee performance and development areas to improve performance and prepare them for their next career path opportunityMonitor and manage group and individual performance to ensure the team is efficiently and effectively addressing consumer issues and meeting service level commitmentsContinually evaluate and improve consumer support processes and procedures to maximize team efficiencies and ensure a positive consumer experienceIdentify 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 qualityDevelop and maintain strong customer relationships across business groups supported; effectively handle and resolve customer escalations in a timely mannerPartner with service owners, team leaders and peers across the globe to improve processes and identify new service opportunities that meet customer and consumer needsWho You Are (Basic Qualifications)
Proven experience coaching and developing employeesExperience leading employees on a global levelExperience working effectively and collaboratively with minimal directionWhat Will Put You Ahead
Experience working in an IT leveraged / shared serviceExperience working in a large, complex, global environmentAbility to drive process improvement and experimentation initiatives that contribute to long-term operational excellenceUnderstanding and management of KPIs and SLAsAbility 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 Benefits
Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.
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.
Equal Opportunities
Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please visit the following website for additional information: http://www.kochcareers.com/doc/Everify.pdf
#LI-KR5