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Technical Support Manager - Dubuque

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Job IDSO_DEL-0596408Job typeFull-time Regular
Work countryUSAPosition typeProfessional
Work cityDubuque,IAPosted05-Nov-2013
TravelNo travelJob areaIT & Telecommunications (non consulting)
Business groupSO DeliveryJob categoryGeneral Executive Management
Business unitGeoSrvDeliveryJob roleFunctional Manager
Job role skillsetGeneral
Commissionable/Sales-Incentive jobs onlyNo

Job description
Remote work is not available. All work is conducted at IBM's Dubuque, Iowa Domestic Delivery Center. Relocation to Dubuque, Iowa is required and reimbursement is not provided. This is an alternative work schedule position. Off shift and after hours/weekend work will be required. IBM's Domestic Delivery Center in Dubuque, Iowa is seeking a talented Technical Services Manager to lead a team of I/T Specialist in providing technical support across multiple technology service lines (Database, Unix, Intel, and/or Storage). This position will be part of a dynamic team chartered to deliver high availability solutions and promote the Technical Delivery Framework Methodology to meet the strategic requirements of IBM and IBM's customers. As an incoming Manager, you will support a group of IBM employees and subcontractors which duties include cost case development, fiscal planning, human resource management, and skill development. This team will be responsible for responding to SEV1 and SEV2 incidents and perform steady state system maintenance such as; apar management scheduled changes, scheduled reboots and incidental ticket sev 3 clean up. You will also need to become familiar with many different problem and change systems in addition to meeting strict SLA requirements with financial penalties. Additional skills desired: Excellent interpersonal skills, well developed work habits, good verbal and written skills, and project management skills required. Must be able to multitask and work well within a team-based environment. Please note that this position is located onsite in Dubuque, IA. RELOCATION IS REQUIRED. Remote work is NOT available for these roles. This is an off shift, alternative work schedule position. After hours and weekend work will be required.
  • High School Diploma/GED
  • At least 3 years experience in one or more of the following technologies: UNIX/HP/SUN/AIX/WINDOWS/LINUX/MVS/Storage/Database Administration/Security
  • At least 6 months experience in project management
  • At least 6 months experience in customer relationship management
  • English: Fluent
  • Associate's Degree/College Diploma in Information Technology
  • At least 5 years experience in one or more of the following technologies: UNIX/HP/SUN/AIX/WINDOWS/LINUX/MVS/Storage/Database Administration/Security
  • At least 1 year experience in project management
  • At least 1 year experience in customer relationship management
  • At least 1 year experience in network LAN/WAN protocols
  • At least 1 year experience in cost accounting, cost case development, fiscal planning
Additional information
GTS-SO’s mission is to leverage IBM’s global scale and advanced technology to deliver standardized solutions that are more automated, repeatable and globally integrated. Through our strengthened global position, clients gain cost advantages, access to industry-leading skills and access to IBM's scale and overall flexibility. The Domestic Delivery Center in Dubuque, IA is focused on increasing GTS-SO delivery quality. Global Technology Services (GTS) brings together all of IBM's service delivery capabilities for Strategic Outsourcing.
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.
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