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[email protected] Help Desk Manager

IBM – Austin, TX

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. To lead in this new era of technology and solve some of the world s most challenging problems.
Your Role and Responsibilities
The IBM CIO [email protected] organization is transforming how we provide [email protected] Help Desk services. We are looking for a talented Manager to lead a team of [email protected] Help Desk Advisors in Austin, Texas.
In this role you will help to craft the support experience for Mac & iOS users. We are looking for a passionate, talented and creative leader to guide this new team of advisors through our journey of providing a White Glove 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 caller. In this role you will need to be comfortable in technical environments and be able to assist 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. As one of the first to join this exciting new team we re looking for you to set the positive standard from the start, to help build a new group that is collaborative and customer focused, and is effective in solving end user problems.
This role requires outstanding communication, collaboration, organization and problem-solving skills.
IBM will not be providing visa sponsorship for these positions now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.
Required Professional and Technical Expertise
  • Demonstrated leadership and customer service management
  • Experience in successfully interacting with customers
  • Customer experience and service focus
  • Active listener, collaborator and team coach
  • At least 2 years of planning and organizational skills
  • Demonstrated team motivational skills
  • Ability to multi-task
  • Problem solving skills

Preferred Professional and Technical Expertise
  • At least 2 years demonstrated leadership and customer service management
  • At least 2 years experience in successfully interacting with customers
  • Previous formal management experience in a support environment
  • Mac & iOS experience professionally and/or personally
  • Experience with Agile techniques applied in a customer service environment

About Business Unit
The Office of the Chief Information Officer (CIO) owns IBMs IT strategy and provides the tools, workstations, devices, and infrastructure that IBMers use to do their jobs every day. Put simply, our mission is to create a productive environment for IBM s 365,000 worldwide employees. Join us as we lead with design to drive simplicity and ease of use, engineering the systems that run the business, and innovating to transform the business.
Your Life @ IBM
What matters to you when youre looking for your next career challenge?
Maybe you want to get involved in work that really changes the world. What about somewhere with incredible and diverse career and development opportunities where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.
Impact. Inclusion. Infinite Experiences. Do your best work ever.
About IBM
IBMs greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.
Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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