Requisition ID: 88940
Kiewit Technology Group's (KTG) mission is to deliver project schedule and cost certainty by employing technology designed by and for the construction industry. Our team deploys apps to the field that increase profitability by maximizing the way we use our people and resources in daily operations. KTG uses the Kiewit Management System (KMS), which includes systems and tools that manage every part of Kiewit's business and lifecycle of a project, to improve planning and day-to-day execution in the field by giving our people real-time data to make faster, smarter decisions. Every day our employees make an impact the efficiency of the iconic projects Kiewit builds and you can too.
The Service Desk Lead Associate will directly manage a team of Service Desk technicians. Their role is to provide leadership and guidance to a team of enterprise support technicians to ensure their success. In this role, you will provide coaching and direction regarding the quality of customer interactions and daily operations and assess resources and staff needs for the team. You will analyze operational data to measure and drive efficiency gains.
Essential Job Responsibilities:
Holds self, team, and others accountable for expected delivery in order to keep active work to task, on time and with high quality
Pro-actively seek opportunities for continuous improvement within the department and acting upon findings to initiate improvements, presenting ideas in a persuasive and compelling way to gain support
Aligns resources to meet organizational goals; clearly communicates roles and responsibilities; sets clear expectations; provides timely feedback and follow-up
Assist with escalations involving resource constraints or quality issues when needed
Articulates clear performance goals and provides frequent performance measurement feedback
Proactively identifies and develops high-performance teams and individuals; implements succession planning throughout the organization based on skill evaluation
Connects and builds relationships with others inside and outside the organization; develops highly effective alliances
Assisting with annual budget planning and people budget for their team (salary, training, and travel costs).
Research and respond to customer inquiries within service levels
Able to adhere to Service Desk guidelines and measurements
Maintain confidentiality of customer and agent information
Successfully complete required training programs
Properly record and update pertinent information in ticketing system and knowledge base
Act as a mentor to colleagues and promote knowledge sharing
Other duties as assigned
2 years of management experience in the field of information technology or related discipline.
Energetic, fast paced, sense of urgency with an ability to work in a fast-paced environment of continuous change and challenges
Excellent communication, follow-up, interpersonal and customer service skills
Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision
Attention to detail
Strong organizational skills
Results-oriented and likes a challenge
Participative management style
Ability to resolve complex inter-personal problems
Ability to empathize with, actively listen to, deal sensitively and professionally with customers
Must be adaptable and willing to learn new systems/services as processes and technology change on a regular basis
Experience monitoring, driving and coaching call quality
Working in and scheduling for a multiple shift call center
Experience with ServiceNow
As one of North America's largest, most respected construction and engineering organizations, with 2018 revenues of $9 billion, Kiewit exists to make a difference. We improve and connect communities across the United States, Canada, and Mexico through complex projects in transportation, water/wastewater, power, oil, gas and chemical, building, industrial and mining. Our services are as diverse as the skills of our 20,000-strong workforce to whom we provide challenging, honest work in a caring and collaborative culture. A sense of adventure, pride and fulfillment is built into every career at Kiewit.
How We're Different
Consistently ranked within the top five of the "Top 400 Contractors" according to Engineering News-Record
Top-tier health, dental and vision insurance available from Day One of employment
401K savings plan that includes company dollar-for-dollar match on contributions up to 6 percent of base pay
Our employees are entitled to accrue at least 20 days paid time off each year
We spend an average of $8,500 per employee each year on training and career development and reimburse up to $5,250 per year in outside tuition costs
Kiewit is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.