Back Office Support Team Leader

As the Back Office Support Team Leader, your primary responsibility is to lead and develop the Customer Support Portal (CSP) Support Team, ensuring efficient, high-quality support for both internal and external customers. You will drive continuous improvement in support processes, foster a culture of contribution and self-actualization, and act as a key member of the global Technical Team. You will also champion the adoption and effective use of the CSP, supporting and training users while communicating policies and process requirements. - Supervise and coach the CSP Support Team in line with Principle Based Management, setting clear Roles, Responsibilities, and Expectations (RREs) and providing timely feedback to maximize each team member's contribution. - Monitor and optimize CSP processes, ensuring effective delivery of support and identifying opportunities for transformation and improvement. - Manage CSP platform configuration, upgrades, ticket handling, and vendor relationships. - Deliver and coordinate CSP training for internal and external customers, leveraging partnerships and contractors as needed. - Administer the Learning Management System / Training courses on the CSP. - Track, analyze, and report on CSP performance metrics, including KPIs and usage analytics. - Maintain strong relationships with global partners and vendors. - Monitor the ces.support mailbox, ensuring that the team is providing acceptable levels of support for internal and external customers. - Act as backup for the Program and Strategic Applications Manager as required. As a Back Office Support Team Leader, you should be a contribution-motivated leader with at least 2 years of team management experience and a track record in supporting back-office software systems. Additionally, you should be fluent in English (spoken and written) with confidence in technical communication. Knowledge of structuring cabling solutions at both technical and industry levels is essential. You should be self-directed, adaptable, and eager to learn in a rapidly changing environment. - Experience in interfacing with other cultures / geographies. - IT LAN infrastructure knowledge. - Holds a bachelor's degree in a relevant technical field or equivalent industry experience. At Koch companies, the entrepreneurial spirit thrives, where challenging the status quo is encouraged, and individual contributions are valued. The compensation range provided is an estimate based on market data, with the actual amount varying depending on individual knowledge, skills, abilities, and geographic location. For further details on compensation philosophy, please consult your recruiter.,