Manager - Deskside IT Support

Your Job

The Koch IT Employee Services Manager will have strong people leading skills and a desire to contribute to and improve our IT support structure, own challenges that come with supporting IT products and proactively build relationships with key business stakeholders.

Our Team

The IT Employee Services Organization provides value-added strategic partnerships with Koch companies in ownership and support of several key processes and platforms. We deliver IT products and services that enable employee success and collaboration, foundational accounts and devices, and transformational mobility and XR experiences. As a trusted partner, we focus on people, processes, technology, and data to drive transformation. Our team members are key contributors through the application of frameworks and principles with an emphasis on leveraging critical and economic thinking to drive value.

What You Will Do

People Leadership

Understand, develop, apply, and coach employees on our culture of Principle Based Management

Supervise, coach, mentor and develop a group of IT Support Specialists in the day-to-day operations of providing IT support to internal customers from multiple businesses

Provide strong leadership with excellent interpersonal, team building, communication and influencing skills to drive positive outcomes and business value

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

2 Service Delivery & Operational Excellence

Continually evaluate and improve consumer support processes and procedures to maximize team efficiencies and ensure a positive consumer experience

Identify needs for individual/group training and ensure team members have the right level of expertise to complete requests and incidents accurately, timely and with a high level of quality

Oversee onboarding/offboarding processes trend and help team on strategic discussions.

Understanding IT asset lifecycle & inventory management to make impactful decisions.

Management of team inventory and stock levels, ensuring availability of necessary equipment and timely replacements.

Proactive monitoring and maintenance of IT infrastructure (MDF, IDF and Mux room/devices)

Lead the upkeep and enhancement of collaboration spaces and meeting room technologies like the MTR and Surface Hub devices.

Ensure that IT team members are providing effective hardware and software support, troubleshooting, and resolving issues of end users to minimize disruptions.

Promote the adoption of the latest technologies and stay aligned with industry trends to proactively prevent service disruption and enhance operational efficiency.

3

Establish and maintain strong relationships with stakeholders and business partners we support in India based customers. Proactively understand their pain points, identify service gaps, and collaborate as a trusted partner to address and resolve those challenges, while also understanding customer and consumer needs to drive value creation.

Collaborate with cross-functional teams to share knowledge, align goals, and drive value creation.

Act as a point of escalations and strategic discussions to ensure effective communication and solutions

4 Risk Management & Compliance

Ensure team is compliant with internal policies, procedures, and security standards during the complete lifecycle of the asset.

Promote a Stop, Think, Ask mindset to mitigate risks and ensure safe operations.

Active participation in BCP and audit processes, ensuring adherence to compliance standards

Who You Are (Basic Qualifications)

Proven experience in a Managerial/supervisor role managing the high-performing Deskside IT Support team

Proven ability to drive collaboration and manage frequent change within the infrastructure.

Possess good knowledge of IT infrastructure components including networking, storage, servers, identity management, Microsoft 365 (O365) products, and SCCM.

Collaborate closely with the project management team on projects such as site expansions and coordinate effectively with facilities admin teams and external vendors to ensure smooth execution.

Experience in site maintenance activity, Disaster recovery, Migrations, data center maintenance and hardware change requests.

Having worked with procurement, invoice approvals, storeroom and stock management, new hardware purchase decisions.

Talent management in a fast-paced changing environment and demonstration of driving overall quality of customer experience

What Will Put You Ahead

Experience working in a fast-paced, global IT support environment.

Exposure to Audit process and assisting customer on the certifications.

Background in supporting large, complex, and global organizational structures.

Demonstrated success in leading automation and digital transformation efforts.

Hands-on experience with manufacturing site operations, including process observation and stakeholder coordination