About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs

About the Job

The IT Operations Manager implements and administers global technology activities: manages, upgrades and directs the installation, operation and maintenance of information technology hardware and software.

As IT Operations Manager, You Will…

• Assume responsibility for assigned IT Operation services and activities specific to a site (or sites) including implementing and administering
• Administer and provide ongoing technical support locally on site of information technology hardware (desktop/laptop/Chromebox) and software
• Maintain staff by recruiting, selecting, orienting, and training employees
• Conduct 1:1 discussions with IT Generalists to develop personal growth opportunities and provide coaching sessions to discuss set of expectations
• Maintain a safe and secure work environment
• Complete projects by coordinating resources and timetables with different IT stakeholders and non-IT departments
• Perform hardware troubleshooting which included repairs, upgrades and configuration of desktops/laptops
• Take ownership of technical issues, working with different stakeholders to resolve technical concerns as necessary
• Monitor, report and document system and performance issues
• Work collaboratively with different clients, team members and other stakeholders across the company to achieve desired results
• Adhere to company policies, core values and procedures
• Work on shifting schedules and available to work in a 24/7 operations environment
• Interpret and validate technical issues, test solutions, follow-up and escalate when necessary
• Solve complex problems in a technical service-oriented environment
• Comprehend, capture and interpret basic information and work within a team in a fast-paced call center environment

As IT Operations Manager, You Have…

• Post-secondary or completion of post-secondary schooling preferred
• Minimum 2 years IT experience
• Minimum 1 year management/project management experience
• Experience managing base image and software packaging deployments
• Working knowledge with MS Windows, IOS/OSX, Android, system environments
• Experience in Microsoft desktop and server platforms and their related software management applications
• Detail-oriented team player with creative problem-solving and project management skills
• Ability to implement change and innovation
• Expertise on installation, diagnostics, repair, maintaining and upgrading all hardware and equipment (including but not limited to desktops, laptops, printers) to ensure optimal workstation performance
• Strong interpersonal and organizational skills, must be customer oriented
• Must be tech savvy and updated on the latest technology available on the market (Tablets, Game Console, LED TV’s, etc.)

IntouchCX is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact the Recruiting department and/or the Human Resources department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.

U.S Department of Labor Posters

Benefits of Working as an IT Operations Manager…

• Industry-leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation)
• Amazing career growth opportunities