Manager – IT Employee Services (Service Desk) / SWARM

Koch Capabilities India
Role: Manager – IT Employee Services (Service Desk)

Help Us Market Your Role!!!

In the space below provide a brief introductory summary about your team and explain the opportunity.
Consider using these questions to get started:
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 Manager 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. 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!
A Day In the Life Could Include:
(job responsibilities)

What You Will Need to Bring with You:
(experience & education required)

 People management for 7-13 individual
contributors. Supervise, coach, mentor and
develop a group of technical support individual
contributors in the day-to-day operations of
providing IT customer support to multiple
business groups
 Having 1 on 1 discussions with the individual
contributors to identify, assess and work to close
gaps in employee 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 and build
and execute accordingly
 Share appropriate feedback with team
members in real time and hold them
accountable
 Accountable for performance and
compensation review of the individual
contributors
 Sharing weekly/monthly/quarterly performance
reviews and feedback with the employees and
presenting progress to the leaders
 Represent SD in Global leadership/Business
Customers Meeting and collaboration
 Develop and enable your people, create a good
working environment and help them in their self-
actualization journey

 8+ 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 current experience in leading a
team, supporting global user base
 Knowledge of using ticketing tools (Preferably
ServiceNow and Genesis)
 Relevant experience and understanding of
Service desk operation management, Key
stakeholder engagement, Building Team
Strategies and KPI analysis will be required
 Passion for people and keen interest in
coaching, mentoring, and developing people is
required
 Possesses excellent interpersonal skills,
good business acumen and analytical
knowledge
 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
 5 days work from office is a business