Manager-IT Employee Services

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.

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:

• 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.

Qualifications:

• 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 requirement.