Technical Support Services Manager

hace 3 días


San Francisco, Heredia, Costa Rica Ibm A tiempo completo

About IBM

At IBM, we are committed to delivering exceptional services to our clients. Our team of experts works tirelessly to ensure that our customers receive the highest level of support and service.

Your Role and Responsibilities

We are seeking a Technical Support Services Manager to lead our team of engineers in providing 24/7 technical support to our clients. As a Delivery Manager, you will be responsible for ensuring smooth team operations and effective collaboration between cross-functional teams.

Key Responsibilities

  • Manage day-to-day team activities and meet operational goals
  • Support customers with excellence and empathy, including crisis management
  • Collaborate with other support teams and drive engagement of other skills and resources as needed to resolve customer problems
  • Support and encourage innovation within your team and influence the extended organization with best practices
  • Carry out people management activities, including annual goal setting and performance assessments, developing and coaching team members for skills and career growth, and addressing poor performance as necessary
  • Identify and implement solutions for improvement of work processes in their field of responsibility
  • Maintain business controls and HR/Employee labor law obligations

Required Skills and Qualifications

  • Minimum 2 years of previous people management experience in a technical support role
  • People management experience in leading technical teams
  • Excellent organizational, communication, and presentation skills
  • Excellent computer skills - MS Office
  • Strong analytical and problem-solving skills
  • Experience in crisis management and client interaction
  • Fluency in English - both verbal and written

Estimated Salary: $120,000 - $180,000 per year, depending on location and experience.

About Business Unit

IBM Systems helps IT leaders think differently about their infrastructure. We deliver outstanding hardware and software services to our customers, 24/7 worldwide. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.



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