Job description
The Customer Services Manager is responsible for overall management support and coordination for Help Desk services (Service Desk Support) for all Service Desk support Tier levels, e.g., Tier I (desk-top, phone, video and e-mail) and Tier II (on-site, floor). The Customer Services Manager shall lead a team of broad-based technical support specialists providing support directly to end-users of networks, systems, and related services. The supported population is 11,000 users who are geographically disbursed throughout the Continental United States as well as isolated, international users. Will manage staff work schedules and report on AQL/SLA performance.
TalentVine
Required
- High School Diploma/GED
- At least 2 years experience in Help Desk Management
- Basic knowledge in supporting and managing an IT environment. Intensive and progressive experience managing a large customer service user base utilizing quality control procedures and ITIL best practices bas
- English: Basic knowledge
Preferred
- Bachelor's Degree
- At least 5 years experience in Help Desk Management
- Basic knowledge in managing multi-location operations – ideally with international locations and operations Experience managing large infrastructure management or outsourcing projects in the commercial space
- Certified in PMI PMP Certification
- Certified in ITIL Certification
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.