Team Leader - Global Service Desk

Your Job

As a leader in Koch's IT support organization, you will have the opportunity to lead a cross functional team. You will be expected to collaborate with a team of leaders, both local 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. The perfect candidate will have a strong desire to contribute to and improve our IT support structure and the challenges that come with supporting a Global Enterprise environment while developing their team to maximize their potential value to Koch Industries. You should be able to collaborate across teams and proactively build relationships with key business stakeholders in the organization to assist with the escalation of issues and trends that are impacting their business units

Our Team

Koch Global Services is the global problem-solver of business needs for Koch Industries. We serve more than 130,000 Koch employees worldwide and partner with 11 Koch companies from a diverse number of industries; ranging from making fabric, glass, and paper products, to manufacturing cell phone components. Since 2003 we have invested over 80 billion in acquisitions and other capital expenditures and are proud to reinvest more than 90% of our earnings back into our companies

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 team in the day-to-day operations of providing IT customer support to multiple business groups.
• Identify, asses and work to close gaps in employee development areas in preparation for their next career path opportunity.
• Develop, implement, review and monitor 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, in a timely manner, 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.
• Evaluate and implement new tools, platforms, and processes.
  
  
  

Who You Are (Basic Qualifications)

• Strong potential for leadership, with the ability to inspire and motivate others, even if you haven't held formal team management positions in the past.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish positive relationships with colleagues and stakeholders at all levels.
• Proven ability to make decisions and take actions guided by principles rather than rules, showing respect for individuals and fostering a culture of trust and collaboration.
• Problem-Solving and Innovation mindset.
• Demonstrated alignment with the organization's principle-based management culture, embracing core values such as integrity, accountability, transparency, and empowerment.
  
  
  

What Will Put You Ahead

• Experience working in a 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.
• Preferably worked in a ticketing environment.
• Candidates must be willing and able to work shifts on a rotational basis according to demands of the business. This includes late evenings, weekends, and holidays.
• Shift - 24/7 format
  
  
  

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

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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.

“Koch is proud to be an equal opportunity workplace”.

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