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IT Customer Experience Team Lead - Bennington, Vermont

Company/Organization: Kaman Corporation

Position: Management

Job Type: Permanent

Posted: 5/28/2024

Description:

Overview

Year 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 Responsibilities
  • Supervises 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 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 timeliness service
  • Ensures the latest product/technical updates and policies are communicated to the team. Identify process updates as required, and raise them to Manager IT Customer Experience
  • Ensure team members perform timely and accurate IT client device and ticket updates in standard ITSM systems
  • Oversee team response to after hours, VIP, and P1/P2 call events relevant to the activities of the Customer Experience team.
  • Foster 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
  • Oversee performance and outcome of small scale customer support projects
  • Ensure accuracy and accessibility of IT asset and vendor data in our systems
  • Periodic travel to remote facilities may be required
Qualifications
  • Proven 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 ndash; peer network functionality, Microsoft active directory users and groups, and concepts such as ldquo;On Premrdquo; and ldquo;Azure Cloudrdquo; 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 up time.
  • Ability to manage small teams and collaborate cross-functionally.

EXPERIENCE

  • 5+ years IT team lead or supervisory experience
  • Experience participating in structured projects or deployments

EDUCATION

  • Associate degree or equivalent business experience


Kaman Corporation is an Equal Opportunity Minority/Female/Individuals with Disabilities/Protected Veteran and Affirmative Action Employer
Kaman Corporation considers for employment and hires qualified candidates without regard to age, race, religion, color, sex, sexual orientation, gender identity, national origin, ancestry, protected veteran or disability status or any factor prohibited by law. Kaman Corporation and all of its related companies fully endorse equal opportunity for all. Kaman provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures and/or process. Please inform us if you need assistance completing any forms or to otherwise participate in the application process. For more information, please click here for a notice that provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs (OFCCP).

Many positions at Kaman require access to information or technology that is subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR). For ITAR and EAR purposes, U.S. persons include U.S. citizens, nationals and lawful permanent residents, as well as asylees and refugees. The ITAR and/or EAR may limit access rights for non-US Persons or other unauthorized individuals. Kaman reserves the right to require candidates and employees to provide proof of citizenship, nationality and/or immigration status to determine ITAR and EAR compliance requirements.

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