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Information Technology
💼
KOCH BUSINESS SOLUTIONS
📅
062851 Requisition #
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Challengers Wanted.
See how we're embracing the challenges of tomorrow!

As a leader in Koch’s first line of support for the Enterprise, you will lead a group of highly motivated individuals hungry to start their careers at Koch Industries’ service organization supporting our 120,000 customers across the globe. 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 juggle the challenges that come with front line support operations in 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.

A Day In The Life Typically Includes:  

 

  • Supervise, coach, mentor and develop a group of customer support professionals in the day-to-day operations of providing IT customer support to multiple business groups via several channels (phone, chat, and email)
  • Identify, assess 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 metrics to ensure team is providing accurate and timely response/resolution to customer issues and meeting service level commitments
  • Create and maintain escalation procedures that ensure service levels are consistently achieved
  • Continually evaluate and improve customer support processes and procedures to maximize team efficiencies and ensure a positive customer experience
  • Identify needs for individual/group training and ensuring team members have the right level of expertise to complete requests and incident 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, team leaders and peers to improve processes and identify new service opportunities
  • Ensure adequate staffing to meet changing customer demands
  • Utilize the DMF process to evaluate and implement new tools or platforms in the Service Desk space

What You Will Need:


Basic Qualifications:

 

  • 2+ years of experience in a Supervisor role 
  • Strong desire to own the development and career path direction of direct reports
  • Strong analytical, decision making, critical thinking and organizational skills
  • Ability to work effectively and collaboratively with minimal direction
  • Strong initiative with the ability to seek out opportunities that can create additional value for the organization
  • Ability to prioritize and organize daily tasks to ensure service level agreements are met
  • Ability and desire to take ownership, seeing tasks and projects through to satisfaction and completion
  • Knowledge and understanding of creating and managing escalation procedure and ensuring service levels are maintained 
  • Proficiency with Microsoft Office Suite
  • Associates degree or 3+ years of IT experience

 


What Will Put You Ahead?


Preferred Qualifications:
  • 2+ years working in an IT or Operations environment
  • ITIL foundation certification
  • Knowledge Centered Support certification
  • HDI Support Center certification
  • Supervisory or team lead experience in the IT customer support industry
  • Bachelor’s degree in Computer Science, CIS, or related field
Other Considerations:

 

 

  • Minimal 2nd level rotational On-Call responsibilities during nights/weekends 





























































































































































































































































































































































































































What You Will Need:


Basic Qualifications:

 

  • 2+ years working in an IT or Operations environment
  • Strong desire to own the development and career path direction of direct reports.
  • Strong analytical, decision making, critical thinking and organizational skills
  • Strong verbal and written communication skills
  • Ability to work effectively and collaboratively with minimal direction
  • Strong customer service skills
  • Strong initiative with the ability to seek out opportunities that can create additional value for the organization
  • Ability to prioritize and organize daily tasks to ensure service level agreements are met
  • Ability and desire to take ownership, seeing tasks and projects through to satisfaction and completion
  • Knowledge and understanding of creating and managing escalation procedure and ensuring service levels are maintained 
  • Proficiency with Microsoft Office Suite
  • Associates degree or 3+ years of IT experience

 


What Will Put You Ahead?


Preferred Qualifications:

 

  • ITIL foundation certification
  • Knowledge Centered Support certification
  • HDI Support Center certification
  • Supervisory or team lead experience in the IT customer support industry
  • Bachelor’s degree in Computer Science, CIS, or related field
Other Considerations:

 

 

  • Minimal 2nd level rotational On-Call responsibilities during nights/weekends 

 


Learn more about us


Salary and benefits commensurate with experience.
We are an equal opportunity employer. Minority/Female/Disabled/Veteran
Except where prohibited by state law, all offers of employment are conditioned upon successfully passing a drug test.

This employer uses E-Verify. Please visit the following website for additional information: www.kochcareers.com/doc/Everify.pdf

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