Call Center Sr. IT Manager

Job description

Call Center Sr. IT Manager Department: Call Center: Employment Type: Full Time: Location: Milan 4905: Reporting To: Deana Carstens: Compensation: $85,000 - $100,000 / year Description: The Call Center Senior IT Manager is responsible for leading and optimizing all aspects of technical support operations across Group O call center locations, including remote and at-home agents. This role drives the successful onboarding of new programs, clients, and technologies while ensuring seamless system integration and performance. As a key leader, you will oversee daily activities of Call Center IT Technicians, proactively assess and recommend equipment and technology solutions, and deliver continuous improvements that enhance both agent and customer experience. You will collaborate closely with Corporate IT, vendors, and cross-functional teams to resolve complex technical issues, maintain system reliability, and ensure secure access management. Additionally, you’ll play a hands-on role in troubleshooting telephony, ACD, WFM, and desktop environments; maintaining IVR systems, automation, and Citrix platforms; and managing vendor relationships and service delivery. Staying ahead of industry tr...