Manager, IT Infrastructure (#25593404)

We are seeking a highly skilled and experienced IT Infrastructure Manager to lead ResultsCX IT Infrastructure and Endpoint Engineering Team. The ideal candidate will be responsible for overseeing the design, implementation, maintenance, and documentation of our IT Systems and Infrastructure.

Strategic Planning:

• Develop and implement IT Infrastructure strategies aligned with the organization’s dynamic goals.
• Provide guidance in technology trends and impact to the organization.

Team Leadership:

• Lead and mentor a team of IT professionals responsible for endpoint engineering, networking, systems administration, and other infrastructure components.
• Foster a collaborative and high-performance team culture.
• Make sound recommendations to Sites Operations partners for process improvements and implementations.

Infrastructure Design and Implementation, and Collaboration:

• Design, implement, and maintain scalable and reliable IT Infra Solutions as prescribed by SLT.
• Collaborate with Security Operations and Security Engineering for implementing security posture improvement and compliance. Including but not limited to endpoint and infra devices patching and hardening.
• Implement automation of processes.
• Thoroughly document configurations and processes.

Vendor Management:

• Evaluate, select, and manage relationships with technology vendors.
• Review applicable vendor contracts and engage in pricing and service negotiations.

Capacity Planning:

• Monitor and analyze system performance and ensure optimal resource utilization.
• Assist in planning future capacity requirements and enhancements.
• Create financial budgets. Analyze trends of IT Operations and manage cost.

Incident and Service Request Management:

• Respond to and resolve infrastructure-related incidents based on the defined SLA.
• Act as point of escalation for direct reports handling Service Requests and Incidents.
• Implement process improvement plans for incidents.
• Manage and/or assign endpoint devices to endusers.

• Degree in Information Technology, Computer Science, or equivalent experience and certifications.
• At least 5 years of experience as an IT Infrastructure Manager.
• Strong knowledge of Networking, Server Administration, and Cloud Technology.
• Excellent leadership and communication skills.

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.