Support Center Lab Manager

IBM Technical Support Services’ (TSS) mission is to become the largest and most successful provider of technical support services in the world. The Client Innovation Center in Sofia, Bulgaria is building a trans-disciplinary team of network support specialists tasked with supporting our clients in any country worldwide.
The Support Center Lab Manager is responsible for all aspects of day to day management of the support center lab, support center equipment and network.
Main Responsibilities

• Ensure the lab and support center meets or exceeds all required safety and security requirements
• Be responsible for all aspects of the labs, including equipment, employees, supplies and documentation
• Train resources on the correct use of lab equipment, mentors and disciplines all staff accessing the LABs
• Makes sure the appropriate industry standards, safety regulations and best practices are followed
• Schedules equipment use and physical access to the lab
• Manages all equipment and IT ordering associated with the lab and support center
• Handles all requests for installation, change and removal of equipment in the lab and center
• Makes sure rack space is used in an optimal manner
• Coordinates all client requirements for lab and support center equipment and networks
• Ensures the lab and support center are properly managed from electrical, HVAC and fire safety points of view
• Handles all requests for addition, change and removal of voice and data networks and equipment
• Maintains communication with internal IT teams to meet deadlines for lab and support center changes
• Responsible for all aspects of the lab and support center backup and recovery plan
• Advises on solution design when preparing the design on new missions and projects
• Supports the center with various projects related to the IT infrastructure
• Provides supervision as necessary to lab administrators
• Maintains all communication with internal and external stakeholders related to the support center lab and center, including voice and data networks.
• Responsible for the successful deployment of workstations to new employees, ensuring workstations are available and operational    

• Experience with the equipment and IT requirements of a Technical Support Center and production Lab environment.
• Experience with data and voice networks and the associated equipment
• Microsoft Office (Excel, PowerPoint, Word, Outlook) advance user skills
• Excellent presentation and communication skills
• Strong leadership, organization, and planning skills.
• Excellent English verbal and written skills and the ability to communicate with customers and staff at all levels
• Decision making under difficult circumstances.
• Flexibility and ability to and deliver in demanding and changing circumstances.
• Availability to work evening/night shift hours.

• Excellent interpersonal skills
• Highly Motivated Team Player and leader
• Professional with a drive to succeed, who can directly and positively influence others to thrive as individual successful leaders in today’s competitive market
• Problem solving with a high degree of analytical ability towards the business which assists in the process of identifying additional business opportunities and proposing and implementing process improvements
• Positive approach to change and ability to promote new ideas/innovation.