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IBM Windows 10 Help Desk Manager in AUSTIN, Texas

Job Description

The IBM CIO Support@IBM organization is transforming how we provide Windows 10 Help Desk services. We are looking for a talented Manager to lead a team of Windows Help Desk Advisors in Austin, Texas.

In this role you will lead the establishment of this new Help Desk, helping to craft the support experience for Windows 10 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 Excellence 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 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 Technical and Professional 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 Tech and Prof Experience

  • 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

  • Windows experience professionally and/or personally

  • Experience with Agile techniques applied in a customer service environment

EO Statement

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.