IT Manager – BPO

Position SummaryThe IT Manager is responsible for overseeing the company’s technology infrastructure, network operations, information security, and technical support services. The role ensures reliable and secure systems across BPO operations while meeting client requirements, service-level agreements, and compliance standards.The ideal candidate must have strong IT leadership experience within a BPO or contact-center environment.Key ResponsibilitiesManage daily IT operations across assigned BPO sites and accounts.Ensure network, internet, servers, workstations, telephony, and business systems remain reliable and available.Lead, coach, schedule, and evaluate IT support personnel.Monitor system uptime, bandwidth, network performance, and infrastructure capacity.Manage help-desk operations and ensure tickets are resolved within established service-level agreements.Support the setup, expansion, and launch of new sites, accounts, and workstations.Maintain accurate inventories of computers, phones, network equipment, software licenses, and other IT assets.Implement cybersecurity controls, including antivirus protection, firewalls, access management, patching, backups, and incident response.Manage user access, onboarding, account changes, and access removal during employee offboarding.Coordinate with Operations, Workforce Management, HR, Facilities, Compliance, and clients regarding technology requirements.Develop business-continuity and disaster-recovery plans for power, internet, equipment, and system interruptions.Manage internet service providers, telecommunications companies, equipment suppliers, and other technology vendors.Review IT expenses, vendor proposals, procurement requests, and departmental budgets.Maintain IT policies, procedures, network diagrams, equipment records, and incident reports.Support client audits and compliance requirements, including SOC 2, PCI DSS, HIPAA, GDPR, and ISO standards, when applicable.Investigate system outages, security incidents, and recurring technical issues, including completing root-cause analyses and corrective action plans.Provide regular reports on uptime, ticket volume, resolution time, recurring issues, asset status, risks, and ongoing IT projects.Provide technical support during client visits, presentations, audits, and critical operational activities.QualificationsBachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related field.At least five years of IT experience, including a minimum of two years in an IT leadership or management position.Required experience supporting a BPO, call center, or other 24/7 operational environment.Strong knowledge of network infrastructure, firewalls, switches, routers, VPNs, Wi-Fi, servers, and internet redundancy.Experience with VoIP, contact-center systems, softphones, headsets, and workforce technology is preferred.Experience managing Microsoft 365, Google Workspace, Active Directory, endpoint security, and remote-access tools.Knowledge of cybersecurity, data privacy, disaster recovery, and business continuity.Experience managing IT assets, vendors, budgets, and procurement.Strong troubleshooting, leadership, communication, and project-management skills.Willing to work on-site and provide support during shifting schedules, weekends, holidays, and emergencies when required.Key CompetenciesIT operations leadershipNetwork and infrastructure managementCybersecurity and risk managementIncident and problem managementTeam development and accountabilityVendor and budget managementBusiness continuity and disaster recoveryClient and stakeholder communicationAnalytical thinking and decision-makingKey Performance IndicatorsNetwork and system uptimeTicket-response and resolution timesSLA complianceRecurring incident reductionSecurity and audit complianceIT asset accuracySuccessful account and workstation deploymentsVendor and budget performanceUser and client satisfactionTimely completion of IT projects