Team Leader - Global Service Desk Job in Bangalore at Koch Global Services

Koch Global Services is hiring for the role of Team Leader - Global Service Desk!

Responsibilities of the Candidate:

• Understand and apply Principle Based Management, coaching employees on the culture.
• Supervise, mentor, and develop a technical support team, ensuring effective IT customer support.
• Identify gaps in employee development and work to close them, preparing team members for future roles.
• Develop, implement, and monitor performance metrics to ensure service level commitments are met.
• Continually evaluate and improve support processes and procedures for efficiency and positive consumer experience.
• Identify training needs for team members and ensure they have the necessary expertise for their tasks.
• Develop strong customer relationships, addressing and resolving escalations promptly.
• Collaborate with global teams, service owners, and peers to improve processes and explore new service opportunities.
• Evaluate and implement new tools, platforms, and processes to enhance support.

Requirements:

• Strong potential for leadership, with the ability to inspire and motivate others, even if you haven't held formal team management positions in the past.
• Excellent communication and interpersonal skills, with the ability to build rapport and establish positive relationships with colleagues and stakeholders at all levels.
• Proven ability to make decisions and take actions guided by principles rather than rules, showing respect for individuals and fostering a culture of trust and collaboration.
• Problem-Solving and Innovation mindset.
• Demonstrated alignment with the organization's principle-based management culture, embracing core values such as integrity, accountability, transparency, and empowerment.
• Experience working in a leveraged / shared service.
• Experience working in a large, complex, global environment.
• Ability to drive process improvement and experimentation initiatives that contribute to long-term operational excellence.
• Understanding and management of KPIs and SLAs.
• Ability to manage relationships with key stakeholders.
• Preferably worked in a ticketing environment.
• Candidates must be willing and able to work shifts on a rotational basis according to demands of the business. This includes late evenings, weekends, and holidays.