IT Manager – Systems & Service Operations (On-site + 1 day remote)
Role Summary:
We are seeking an experienced IT Manager to lead IT service operations, infrastructure availability, and user support excellence across our contact center and BPO environments. This role is focused on ITSM and ITIL best practices, with strong emphasis on reliability, capacity monitoring, escalations management, and vendor coordination. The IT Manager will oversee system administrators and the IT help desk, acting as a bridge between internal technical teams, external vendors, and enterprise clients.
Key Responsibilities:
Lead the IT support organization including system administrators and help desk teams in a high-uptime, SLA-driven environment.
Implement and improve ITSM frameworks and ITIL-based service workflows to enhance IT responsiveness and reliability.
Monitor infrastructure health, capacity utilization, and system availability across Microsoft and enterprise platforms.
Manage incident, escalation, and problem workflows with internal teams (Voice, Network/Security) and external vendors.
Act as point-of-contact for IT operations during service degradation, outages, or client-impacting incidents.
Oversee documentation, change control, root cause analysis (RCA), and continuous service improvement (CSI) initiatives.
Deliver internal IT performance reporting (uptime, SLA adherence, ticket analytics) to CTO and business leadership.
