THE COMPANY

Telecom Networks is a Multilingual Contact Center and our ongoing pursuit for excellence in services is grounded in our human resources. Our mission is to provide first level Contact Center services by complying with the highest international quality standards and providing customized and flexible solutions according to the needs and objectives of each company we work with.

JOB SUMMARY

The IT Manager is responsible for overseeing and managing the information technology infrastructure and systems within the company.

This role involves ensuring the smooth operation of all IT systems,networks, and applications that support the company operations.

The IT Manager will collaborate with cross-functional teams to implement and maintain technology solutions that enhance the efficiency and effectiveness of the business.

KEY RESPONSIBILITIES

The IT manager oversees all the IT processes and procedures such as the design, planning, implementation, integration, enhancement, administration and maintenance of the IT infrastructure, software application and systems ensuring the availability, reliability and security within staff, technical and cross-functional teams.

Comply with industry security regulations, identify potential IT vulnerabilities and mitigates risks. Recommend and implement upgrades to hardware, software, and network components as necessary. Develop and deliver IT training programs to staff.

Provide technical support to the staff for IT-related issues, ensuring prompt resolution of problems. Collaborate with vendors and external support teams to address complex technical issues.

Work closely with the finance department to develop and manage the IT budget. Create and update IT related documentation.

QUALIFICATIONS & SKILLS

Bachelor's degree in Information Technology, Computer Science, or a related field.
Proven experience in IT management, preferably in a call center or customer service environment.
Strong knowledge of call center technologies, including CRM systems, telephony, and workforce management
tools.
Excellent problem-solving and decision-making skills.
Strong communication and interpersonal skills.
Project management experience is a plus.
Certifications such as ITIL, CompTIA A+, or Cisco CCNA are advantageous.