IT Support Help Desk Manager
IBM
At IBM, work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so, lets talk.
Your Role and Responsibilities
Who you are:
The IBM CIO IT Support organisation is transforming how we provide support services. We are looking for a talented Manager to lead a team of Help Desk Support Advisors in Manilla, Philippines.
What you will do:
In this role you will be the leadership team of the IT Support Desk, helping to craft the support experience for Windows, Mac & Linux users. We are looking for a passionate, talented, and creative leader to guide the team of advisors through our journey of providing a “Flexible Support” experience for our end users.
You will lead a passionate team that quickly determines what help a colleague needs and how best to deliver it, adapting the technical guidance required to the technical skill of the IBM user. In this role, you will need to be comfortable in technical environments and be able to motivate your team in delivering excellent service.
Customer Satisfaction is the key focus of your team, and you will be a significant contributor to delivering IT Support that will delight our IBM Users. we’re looking for you to set the positive standard from the start, to help build a new squad that is collaborative, customer-focused and that is effective in solving end-user problems.
IBM will not be providing sponsorship for these positions now or in the future. Therefore, to be considered for this position, you must have the ability to work without a need for current or future sponsorship.
This role requires outstanding communication, collaboration, organisation, and problem-solving skills.
Required Technical and Professional Expertise
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Demonstrated leadership, business operations, and customer service management
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Formal management experience in a support environment
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Experience in successfully interacting with customers
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Customer experience and service focus
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Active listener, collaborator, and team coach
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At least 2 years of planning and organisational skills
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Ability to build, motivate and inspire a team
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Demonstrated team motivational skills
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Ability to multi-task
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Problem-solving skills
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Must be Amenable to Work in full return to office set up in Quezon City (Rotating shift)
Preferred Technical and Professional Expertise
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At least 2 years of demonstrated leadership and customer service management
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At least 2 years experience in successfully interacting with customers
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Windows troubleshooting experience professionally and/or personally
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Experience with Agile methodology applied in a customer service environment
