Tessenderlo Kerley, Inc., is a company of diverse businesses unified by shared values and vision. We serve the agriculture, mining, industrial and water reclamation markets with a broad range of products and technologies, worldwide. Serving these customers well is a passion and a commitment-one which the people of TKI find rewarding, empowering and meaningful.

If you want the work you do to make a positive impact on the world in which we live, working alongside innovative, quality-focused people of vision, then TKI is the right place for you

TKI actively seeks a Service Desk Team Lead to guide the Service Desk Team by handling the day-to-day allocation of the team members to projects, changes, support, including office applications support and provide backup when needed. 

The ideal candidate will value the importance of customer service, and be well versed in handling customer technical inquiries.  You will be responsible for leading team support  for TKI’s customers in all MS office applications and have solid experience with Microsoft technologies.    

What you will do:

• Coordinate the Service Management Support team.
• Understanding and responsive to customer needs.
• Guide the team and decide the planning and allocation of team members in partnership with reporting manager.
• Ensure department goals are delivered on time, within budget and at the expected quality level based on the KPIs of the department.
• Implement and maintain all related processes within the service desk.
• Manage any relevant subcontractors in their spectrum of responsibility following Company policy.
• Define and agree with relevant ICT processes, organizations, and relationships
• Manage the ICT investment
• Support work planning (project, support, changes,  both short as well as long term) for team.
• Activity reporting and follow-up as well as problem escalation and follow-up
• Responsible with handling, monitoring, escalation, closure, and evaluation of (major) incidents.
• Manage Updates in the knowledge management database.
• Manage the lifecycle of all standard Service requests by providing and maintaining the tools, processes, skills, and rules for effective and efficient handling of Incidents to make sure ICT services are delivered effectively and efficiently to users.  Produces, stores, and shares technical documents according to the knowledge management standards in use.
• Responsible in delivering Immediate incident resolution.Distributes information and proactively informs users to adjust themselves for interruptions or change modificationsby  reducing the number of inquiries by users.
• Provides, updates, and maintains a set of methods, practices, and processes related to End User Computing Support aligned at the corporate level to decrease the number of incidents per user.
• Advise on  the ICT processes, organization, and relationships
• Follow policies and procedures aligned with procurement policies at the corporate level
• Knowledge Management and Transfer
• Stays well-informed about the evolutions within the specific field to enhance credibility by providing a continuously based service based on updated knowledge.  Shares and transfers this expertise within the ICT department to contribute to the long-term continuity.

What we need from you:

• Minimum associates degree with a focus in either business or the sciences or equivalent combination of education and experience.
• Bachelor’s degree (3-year cycle – higher short term education)
• 5 – 8 years of relevant experience required
• Provide a good understanding of working with the business to align ICT solutions with business needs.
• Have excellent Interpersonal and communication skills and ability to relate well with all staff and management levels and stakeholders.
• Good customer service and team management skills.Provide excellent analytical, problem-solving, consulting, and coaching skills.

Why join TKI:

• Work/life balance
• Fun and rewarding environment
• Learning, development and team work
• Community involvement/outreach
• Challenging and meaningful work

Benefits & Rewards:

• Medical-Dental-Vision-Prescription (low employee premiums!)
• 401k Plan with dollar for dollar matching, up to the first 5% of employee contribution
• 401k Company Retirement Contribution at year-end, equal up to 4% of annual base salary
• Short-Term Incentive awards based on measured performance criteria
• Life Insurance – 2x Annual Base Salary
• Paid vacation & sick time & 10 paid holidays per year
• Tuition Reimbursement- up to $5,000 per calendar year- Non Taxable
• Adoption Assistance-up to $7,500 in reimbursement assistance
• Paid maternity and parental time off
• Business Travel Life & Accident Insurance
• Flexible Spending Account
• Telemedicine program - for you and your dependents
• Long-Term Disability insurance
• Company referral program