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Introduction

At IBM, we empower leaders to drive innovation, foster collaboration, and deliver exceptional client experiences. As a People Manager in Technical Support, you will lead a high-performing team of technical professionals who support mission-critical IBM z/OS Networking solutions. You’ll play a pivotal role in shaping team culture, developing talent, and ensuring operational excellence in a dynamic, client-focused environment.

We are seeking a passionate and experienced leader who thrives in an open, vibrant, and flexible workplace—someone who values creative freedom, continuous learning, and the opportunity to make a global impact.

Your role and responsibilities

As a People Manager in IBM’s Technical Support organization, you will:

* Lead and manage a team of Technical Support Specialists focused on IBM z/OS Networking technologies.

* Drive team performance through coaching, mentoring, and professional development.

* Foster a culture of accountability, innovation, and continuous improvement.

* Oversee the resolution of high-visibility client issues, ensuring timely and effective support.

* Collaborate with cross-functional teams to align support strategies with business goals.

* Monitor and report on team metrics, customer satisfaction, and operational KPIs.

* Champion process improvements and advocate for tools and resources that enhance support delivery.

* Represent the team in leadership forums and contribute to strategic planning initiatives.

Required technical and professional expertise

* 5+ years of experience in technical support or related IT services

* 2+ years of experience in people management or team leadership

* Understanding of VTAM/SNA and/or TCP/IP protocols

* Proven ability to lead teams in diagnosing and resolving complex technical issues

* Excellent communication, interpersonal, and conflict resolution skills

* Demonstrated ability to manage priorities in a fast-paced environment

Preferred technical and professional experience

* Experience with IBM Z MVS / z/OS Mainframe operating system concepts

* Familiarity with PL/X, PLAS, REXX, and Assembler programming

* Experience with customer relationship management tools such as CSP and/or Salesforce

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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.