About the role

Manager – IT Employee Services

Your Job

The Manager IT Employee Services (Swarm) 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

As a leader in Koch Global Services second level IT support organization, you will lead a cross functional team leveraging Intelligent Swarming methodology. You will be expected to collaborate with a team of leaders, both local and remote, to maximize the potential of a large and diverse team. You will be expected to identify and develop your own team's unique comparative advantages that will allow them to create value in their current role and prepare for future growth.

What You Will Do

Understand, develop, apply, and coach employees on our culture of Principle Based Management.
Lead, 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 predominantly located in the United States.
Provide strong leadership with excellent interpersonal, team building, communication and influencing skills to drive positive outcomes and business value.
Perform Talent Assessment, 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.
Accountable for performance and compensation review of the individual contributors.
Lead initiatives like process improvements, automation, waste elimination etc. aligned with the teams Vision & strategies to achieve business outcomes.
Perform training needs analysis for individual/group training and ensure team members have the right level of expertise to complete their work 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, 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 in Managerial role, coaching, developing & leading high performing team.
Experience leading employees on a global level.
Experience working effectively and collaboratively with minimal direction.
Experience in building & managing relationships with key stakeholders & business partners.
Experience: 8+ years
leadership qualities- will be leading a team of 7-10 employee size team
Excellent communication- someone who can represent in the global- product managers, directors, high leadership
IT technologies: knowledge & understanding of IT infrastructure, cloud technologies
Not a technical person- they will be in Swarm (tier 1 & tier 2), and IT employee services
Strategic side- need to have a strategic mindset,
Decent experience 2 - 3 years in doing - PDP, PIP(performance improvement plan), exit, hire & fire, partner with business HR, compensation discussions, providing feedback, assess the talent, mentoring, coaching, training, conflict management
Having a vision for the team
Critical thinking, trusted, common sense
Need people management specified in the CV

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 improvements, experimentation initiatives leveraging AI that contribute to long-term operational excellence.
Understanding and management of KPIs and SLAs.