IT Support Manager (BPO / Contact Center Operations)
Core
Lead IT support and infrastructure for a 24/7 BPO contact center, ensuring system reliability, security, and operational continuity.
Role type
Senior IT Support Manager (BPO Operations)
Builds
Reliable contact center technology stack, incident response workflows, and a skilled IT support team.
Domain
Business Process Outsourcing (BPO) / Contact Center Operations
Required skills
IT infrastructure management, incident management, team leadership, endpoint security, vendor coordination, disaster recovery, SLA management, root-cause analysis, asset management
Preferred skills
BPO/Contact Center environment experience, ITIL framework knowledge, Microsoft 365 administration, VoIP/SIP technology familiarity
Technologies
Microsoft 365, Active Directory, Microsoft Entra ID, Microsoft Intune, ServiceNow, Windows, VoIP, SIP, firewalls, LAN/WAN
Responsibilities
Oversee day-to-day IT operations for a 24/7 contact center; coordinate technical incidents and root-cause analysis; lead and develop IT support personnel; manage IT assets and vendor relationships; ensure infrastructure compliance and disaster recovery readiness.
Seniority
Senior, hands-on IC with leadership responsibilities