IBM is seeking to employ an Executive Technical Support Team Lead. This role directly interacts with C-Level client executives and leads a team ES Deskside (5) techs to performs varying degrees of problem determination and resolution of desktop hardware and software problems through the effective use of available technical resources, per contracted service level agreements. They may also perform Installs, Moves, Adds, and Change (IMAC) activities, as well as data backup and restore on certain accounts for clients. They are responsible for all escalation, resolving problems and performing IMAC's within Service Level Agreement (SLA) objectives, and completing all related administrative duties. As the main interface to the customer, they need to understand the local and regional infrastructure and key contacts in the other competencies, (i.e. network team, server admin, etc.), in order to ensure that the proper team is aware of, and taking action on the problem. Demonstrated customer communication and business skills are therefore needed since direct C-Level customer interaction is required. Accordingly, they have a direct impact on customer satisfaction, and therefore, need to understand their account/site environment. Provides timely and accurate reporting.
A little about us:
IBM is the world’s largest information technology company with more than 360,000 employees serving clients in 170 countries.