POSITION SUMMARY

The IT Manager oversees the day-to-day technical operations, local infrastructure, and Service Desk team within the center. This position is responsible for executing the IT strategy defined by executive leadership, maintaining high system availability, managing local hardware/software assets, and providing rapid technical support to both on-site and remote (WFH) agents.

ACTIVITIES AND RESPONSIBILITIES

· Site IT Operations: Manage day-to-day IT functions at the site level, ensuring 99.9% uptime for local networks, agent workstations, VoIP platforms, and servers.

· Service Desk Leadership: Supervise, train, and direct the local Helpdesk/Desktop Support team, ensuring quick incident response times and adherence to internal and client SLAs.

· Client Onboarding & Integrations: Coordinate with the IT Director to deploy and configure hardware, software, and network settings for new client campaigns and onboarding classes.

· Asset & Vendor Control: Maintain an up-to-date inventory of all IT hardware and software licenses. Supervise local vendor services and procurement needs in alignment with the approved budget.

· Local Security & BCP Execution: Enforce company cybersecurity practices, PCI-DSS compliance, and user access protocols at the site level. Execute local Business Continuity procedures during outages or emergencies.





· WFH & On-Site Support: Oversee technical support and logistics for remote agents (WFH setups, VPN connections) as well as traditional on-site call center floors.

REQUIREMENTS & COMPETENCIES

· Education: Bachelor’s degree in Computer Science, Information Technology, Systems Engineering, or equivalent experience.

· Experience: 5+ years of hands-on IT experience with at least 2 to 3 years in a management/supervisory role within a Call Center / BPO environment.

· Language Proficiency: Advanced English fluency (B2+/C1 level) to interact with international technical teams and client IT counterparts.

· Technical Knowledge: Proven experience with VoIP systems (Avaya, Cisco, Five9), network infrastructure (Routers, Switches, Firewalls, VPNs), active directory, and ticketing systems.

· Core Skills: Hands-on troubleshooting, team motivation, service-oriented mindset, clear technical communication, and effective time management under pressure.

Sueldo: $55,000.00 - $64,000.00 al mes

Beneficios:

- Caja de ahorro
- Estacionamiento de la empresa
- Protegido de gastos médicos mayores
- Seguro de vida
- Teléfono de la empresa
- Vacaciones adicionales o permisos con goce de sueldo

Lugar de trabajo: Empleo presencial

📌 IT Manager (México)
🏢 GGA Solutions
📍 México