IT Customer Experience Team Lead
: Job Details :

IT Customer Experience Team LeadLocation: US-VT-BenningtonRequisition ID: 2024-8606Category: Information Technology MgmtSegment: Kaman Aerospace# of Openings: 1Posted Date: 1 hour ago (11/22/2024 11:36 AM)OverviewYear after year, Kaman delivers technical breakthroughs and innovative solutions for our customers. We do this by acquiring new technologies, expanding facilities, developing R&D capabilities and investing in our employees. As technology advances and industry shifts, Kaman will always be a place where people can come together and make a difference.Invested in our future together.At Kaman Composites - Vermont, the IT Customer Experience Team Lead is responsible for overseeing the day-to-day operations of the IT Customer Experience team including IT client device, mobility, and service activity. This position reports directly to the IT Customer Experience Manager.Essential Duties and ResponsibilitiesSupervises and supports day-to-day operations of the IT Customer Experience team including call prioritization, aging ticket review, team member performance, and customer responsiveness.Provides exceptional support experience while demonstrating end-to-end ownership of care for our clients.Implements short-term and long-term customer support strategies created by Manager IT Customer Experience.Serves as Tier 2 escalation point for customer concerns as well as technical escalation support for team members.Responds to real-time customer requests for support within the Customer Relations space.Trains the team on core team deliverables and proper updating of the ServiceNow system.Proficiency in Vendor and Customer Support tool internal SME for integration of functionality to business strategy, ensuring delivery of technical support and modifications, and continuous improvement.Supports Manager IT Customer Experience in maintaining positive relations with internal customers and IT stakeholders.Collaborates with business stakeholders to address support concerns, ensuring quality and timely service.Ensures the latest product/technical updates and policies are communicated to the team. Identifies process updates as required, and raises them to Manager IT Customer Experience.Ensures team members perform timely and accurate IT client device and ticket updates in standard ITSM systems.Oversees team response to after-hours, VIP, and P1/P2 call events relevant to the activities of the Customer Experience team.Fosters a spirit of cross-team collaboration with other IT groups including warm hand-off, organizing problem resolution meetings, and follow-up to ensure customer issue resolution.Oversees performance and outcome of small scale customer support projects.Ensures accuracy and accessibility of IT asset and vendor data in our systems.Periodic travel to remote facilities may be required.QualificationsProven ability to work both independently with little supervision, as well as part of a team.Strong written and oral communication skills with the ability to clearly communicate actions taken to other team members and customers in a concise manner.Excellent time management and work prioritization skills in support of multiple competing requirements.Advanced understanding of Windows operating system, client-peer network functionality, Microsoft Active Directory users and groups, and concepts such as On Prem and Azure Cloud as it pertains to client device, hardware, and software.High level of competency in the use of MS Office product suite with a focus on Excel data manipulation.Comfortable with managing conflict and adept at problem resolution.Experience communicating and collaborating effectively across multiple corporate entities, both in the U.S and Internationally in support of overall business goals.Strong understanding of the impact of client device and support decisions as it relates to business productivity and uptime.Ability to manage small teams and collaborate cross-functionally.EXPERIENCE5+ years IT team lead or supervisory experience.Experience participating in structured projects or deployments.EDUCATIONAssociate degree or equivalent business experience.#J-18808-Ljbffr