IT Support Help Desk Manager

Quezon City, PH
Infrastructure & Technology
Professional

IT Support Help Desk Manager

Quezon City, PH
Infrastructure & Technology
Professional

Introduction
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

Demonstrated leadership, business operations, and customer service management

Formal management experience in a support environment

Experience in successfully interacting with customers

Customer experience and service focus

Active listener, collaborator, and team coach

At least 2 years of planning and organisational skills

Ability to build, motivate and inspire a team

Demonstrated team motivational skills

Ability to multi-task

Problem-solving skills

Must be Amenable to Work in full return to office set up in Quezon City (Rotating shift)

Preferred Technical and Professional Expertise

At least 2 years of demonstrated leadership and customer service management

At least 2 years experience in successfully interacting with customers

Windows troubleshooting experience professionally and/or personally

Experience with Agile methodology applied in a customer service environment

Want to know what it’s like to be an IBMer?

About Business Unit

The IBM Finance organization is responsible for driving enterprise performance and transformation. We are the financial stewards of IBM, delivering IBM’s financial strategy, developing new business models, and mitigating enterprise risk. Do you have a passion for creating business value? Join our team in accounting, financial planning, pricing, business controls, tax, treasury, business development (acquisitions & divestitures), and global financing.

Your Life @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

About IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Other Relevant Job Details

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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Key Job Details

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