The IBM CIO Support@IBM organisation is transforming how we provide Windows 10 Help Desk services. We are looking for a talented Manager to lead a new team of Windows Help Desk advisors in London.
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 service excellence.
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 someone with outstanding communication, collaboration, organisation and problem-solving skills, has the ability to multi task and is an active listener, collaborator and team coach.
Required Technical and Professional Expertise
Demonstrated leadership and customer service management
Proven experience in building, growing and developing a new team
Experience in successfully interacting with customers
Customer experience and service focus
Extensive planning and organisational skills
Demonstrated team motivational skills
Proven problem solving skills
Fluent in English
Preferred Tech and Prof Experience
Previous formal management experience in a support environment
Windows experience professionally and/or personally
Experience with Agile techniques applied in a customer service environment
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.