Supervisor, Site IT - Lipa, Batangas (#25597067)

The Site IT Supervisor assumes leadership responsibilities over local IT personnel at the assigned locations, hold regular meetings, manage IT task flows in conjunction with the Department Manager, ensure compliance with IT policies, processes, and procedures, as well as oversee compliance with client and business deliverables, and requirements impacted by IT. 

Secondary role includes functioning as an on-rotation escalation point for technical support incidents affecting Global IT Infrastructure, as well as configuration, maintenance, and support of other facets of Global IT Infrastructure servicing production agents in remote global locations and external customers, provide oversight and consultation in planning and execution of Corporate IT projects affecting the Call Center and Global IT infrastructure, and working closely with Site IT personnel, internal IT engineers, and other IT groups in supporting systems, tools, and other infrastructure impacting production up-time and fulfillment of internal and client obligations.      

We expect greater of ourselves... What’s Your Greater?  Come find it at The Results Companies!

• Assume leadership responsibilities over local IT personnel in the assigned locations
• Hold regular meetings with Site IT, and compile summaries for Regional IT Manager.
• Manage IT task flows for assigned IT Staff in conjunction with the Department Manager.
• Direct assigned Call Center IT Personnel in execution of Site IT Infrastructure moves/adds/changes. Ensure compliance with IT policies, processes, and procedures, and IT security requirements
• Oversee compliance with client and business IT deliverables and requirements as scoped by the Business teams
• Configure, support, and maintain assigned facets of remote Global Site IT Infrastructure, hardware, and applications.
• Interface with Systems Administration, Telecom, and Networking teams in configuration, support, and maintenance of centralized systems and devices impacting agent and client-facing environment.
• Provide oversight and consultation in planning and execution of corporate IT Projects affecting the Call Center and Global IT infrastructure Process/Resolve incident escalations from Support, including in coordination with other affected IT teams
• Thoroughly document IT processes, configurations, topology diagrams, end-user instructions, etc.

• In-depth knowledge of Windows operating systems and experience with a wide variety of end-user applications.
• Knowledge of Windows Server 2003, 2008, Linux, Unix operating systems
• Experience managing/maintaining all facets of a Data Center: Servers, Network Devices, Power/Electrical, UPS/PDU Data Cabling, etc.
• Understanding of LAN/WAN networking, TCP/IP, and VoIP technologies
• Broad experience with Windows Domains, Active Directory, Group Policies, DNS, DHCP
• Experience with a wide variety of centralized Systems Management tools, remote software deployment, command line scripting, centrally managed anti-virus systems, MMC consoles, etc.
• Experience configuring and maintaining centralized http proxy devices
• The ability to hear and understand customer inquiries and oral instructions from supervisors in person, in writing, and over the telephone; ability to translate business requirements and language into the IT expertise required to correctly scope and achieve desired business goals and deliverables.
• The capability to read and create paper and electronic documents of professional quality, such as technical diagrams, flowcharts, presentations, etc.
• The ability to read, write, and verbally communicate in English at a proficient level
• Excellent motivation, dependability, accountability, and punctuality
• 4-year degree in a technical field or 2-year degree + equivalent experience
• 4+ years additional experience in a dynamic IT systems administration environment, supporting a complex or decentralized topology/infrastructure
• Willingness to travel and render overtime, as well as after hours on-call availability
• The ability to work under pressure

We encourage our people to “expect greater”, reach further and live up to their individual potential. As a leader in the customer service call center industry we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, ResultsCX could be right for you!

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.