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.

• 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

• 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 – 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 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