KSS Service Desk Team Lead - Kiewit Technology Group

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Date: Apr 4, 2019

Location: Omaha, NE, US

Company: Kiewit

Requisition ID: 79816

Position Summary:
This position will assist with the performance and career management of other KSS employees. Responsibilities include continued promotion of KSS services to the business and continual review of work KSS can streamline. The successful candidate will contribute to the achievement of Kiewit’s Technology Group (KTG) organizational aims of centralizing support, reduce costs and provide consistency through the establishment and effective use of automation and more efficient processes. Kiewit Support Services directly supports the products and business processes that enable our customers, including full time employees, contractors and partners.

Responsibilities:
•    Typically focused on a single team or discipline.
•    Provides feedback and encourages learning by team members; creates growth opportunities, transfers knowledge and challenges others to develop their own solutions
•    Articulates clear performance goals and provides frequent performance measurement feedback
•    Establish priorities, allocates time to maximize benefits, manages team resource plans, effectively support multiple projects and activity work streams
•    Makes clear assignments to team; empowers others by extending responsibility; provides timely feedback and follow-up
•    Assists with maintaining work schedule for providing effective coverage
•    Demonstrates passion and interest when conveying ideas; expresses vision in compelling and motivational ways, encourages and brings out the best in others
•    Aligns resources to meet organizational goals; clearly communicates roles and responsibilities; sets clear expectations
•    Creatively considers alternative strategies to achieve future goals
•    Assist with escalations involving resource constraints, quality issues, or any project execution issues where appropriate
•    Hold self, team and others accountable for expected delivery in order to keep active work to task, on time and with quality
•    Maintain annual performance KPIs that are reported out to the Business and Information Management leadership
•    Responsible for maintaining reporting around team’s work performance
•    Leads efforts to ensure strong product adoption and if remediation is required also designs and implements strategies to improve adoption
•    Effectively apply the organizational and departmental people management policies
•    Pro-actively seek opportunities for continuous improvement. Acting upon findings to initiate improvements, presenting ideas in a persuasive way to gain support.
•    Makes timely business decisions with well-developed judgment, while considering risks, and other critical decisions when determining how to resource people and coverage.

Required Qualifications:
•    Highly motivated, energetic and self-directed
•    Bachelor’s degree or equivalent
•    Five or more years of experience in a technical support role / individual contributor role.
•    1 – 3 years of experience in a support role supervising the performance of others
•    Experience and expertise in implementation of successful support processes
•    Experience with ServiceNow or relevant trouble ticketing system
•    Possess an understanding of information management and customer service best practices
•    Ability to maintain a clear focus on achieving results that meet professional and quality standards, within agreed timelines
•    Demonstrate initiative with commitment and ability to work under pressure and meet tight deadlines while still maintaining high quality standards
•    Strong verbal and written communication skills; ability to present information both to technical and non-technical customers/stakeholders
•    Ability to assist KSS employees on customer service management practices and development of their skills enabling them to achieve their best and to contribute to the overall success of the team
•    Knowledge of Visio, SharePoint and Microsoft Suite
•    25% or less travel required

Bonus Points:
•    Bachelor’s degree in the field of Computer Science or relevant discipline
•    Certifications from HDI (Help Desk Institute) relevant to this role

About Kiewit 
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.


Nearest Major Market: Omaha
Nearest Secondary Market: Council Bluffs

Job Segment: Engineer, Developer, Computer Science, Service Desk, Manager, Engineering, Technology, Customer Service, Management

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