Your Role and Responsibilities
Manage the help desk vendor and evaluate vendor performance
Provide training material for help desk representatives and technicians
Contribute to improving employee support by actively responding to queries and handling complaints
Develop an effective and workable framework for managing and improving customer IT support in the organization. Establish best practices through the entire technical support process
Develop daily, weekly, and monthly reports on help desk team’s productivity
Collaborate to brainstorm on ideas and strategies to enhance good customer experience in the organization.
Provide customer feedback to the appropriate internal teams, like HR, Finance, Payroll, etc.
Troubleshooting and resolving technical issues
Oversee 100% of the requests, incidents, and problems. Manage and coordinate urgent and complicated support issues. Act as escalation point for all requests and incidents
Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization
Determine root cause of issues and communicate appropriately to internal and external customers
Develop Service and Business Level Agreements to set expectations and measure performance
Manage process for communicating outage/emergency activities to the organization
Manage vendor relationships (other than the helpdesk vendors) like telecom services provider, payroll services provider, etc.
Review survey feedback to improve services, tools, and support experience. Keep confidential all applicant, client, and verification and company proprietary information
Required Technical and Professional Expertise
Customer-service oriented with a problem-solving attitude
Leadership experience for direct and indirect resources
Excellent written and verbal communications skills
Proven work experience as a Help desk manager in a technology company
Hands on experience with help desk, ticketing, and remote assistance software
Solid technical background with an ability to give instructions to a non-technical audience
Bachelor of Engineering in Computer Science, Information Science, Information Technology, or relevant field
10+ years in field with references
Preferred Technical and Professional Expertise
Experience managing contact centers or leading helpdesk processes in a BPO will help
About Business Unit
IBM’s Cloud and Cognitive software business is committed to bringing the power of IBM’s Cloud and Watson/AI technologies to life for our clients and ecosystem partners around the world. IBM provides you with the most comprehensive and consistent approach to development, security and operations across hybrid environments—with complete software solutions for business and IT operations, development, data science, security, and management. Our experts and software capabilities help organizations develop applications once and deploy them anywhere, integrate security across the breadth of their IT estate, and automate operations with management visibility. With IBM, you also have access to new skills and methods, governance and management approaches, and a deep ecosystem of industry experts and partners.
Your Life @ IBM
Are you craving to learn more? Prepared to solve some of the world’s most unique challenges? And ready to shape the future for millions of people? If so, then it’s time to join us, express your individuality, unleash your curiosity and discover new possibilities.
Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.
It’s time to define your career.
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.
Location Statement
When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.
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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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