Sr. Manager – Local Site IT


Client Reference Code: 206740-2

Reporting to the Sr. Director, Call Center Technology Operations, this position will oversee Local Site IT support operations. Including the execution of project plans, metrics, reporting, and forecasting, as well as the improvement and maintenance of enterprise wide tools and technology. This position will also drive the enforcement of policy, procedure and implementation of critical end user support and helpdesk operations collaboration. Key focus of this role with be to developed strong working relationships with local site leadership and ensure that excellent customer service is provided.


  • Responsible for resource allocation and personnel in the end user support teams throughout the market.
  • Management of large team of support personnel- 20-30 employees.
  • Direct collaboration with Sr. Management of Desktop Support and Help Desk operations to develop and maintain support solutions to be used throughout the enterprise.
  • Enforce policy/procedure as it pertains to desktop support operations, IT equipment procurement, and inventory tracking in compliance with SOX, PCI and corporate/industry standards.
  • Analyze the demand, specify requirements and manage the design and development for IT service offerings to meet customer requirements at required service level.
  • Develop, Document, and Implement support process and procedures to ensure a high level of customer satisfaction for end user support operations in a cost efficient manner to support the operations and needs of the company.
  • Communicate change management to appropriate management teams, and manage communications of information and changes to various departments.
  • Forecast and adhere to department budget while looking for new ways to reduce operational costs for the region.
  • Maintains inventory, determines hardware and software needs, manage collections, deployments, and disposals of assets.
  • Develop and maintain disaster contingency / recovery process and procedures to ensure continuity of critical business functions.
  • Develop relationships with professional organizations, peer groups, and industry trade groups in order to stay current with technology and industry changes.
  • Manage market level communications and business partner development.
  • Performs other duties as assigned.

Skills / Abilities and Knowledge
Ability to read, write, speak and understand English
A+ Certification, Net+/CCNA Certification, MCSE Certification preferred
Requires 6 or more years of direct customer service experience.
10+ years of experience in the Information Technology field
A minimum of 7 years Team Management.
A minimum of 5 years of operational management.
Cable industry experience preferred
Previous experience with PCI / Audit / SOX policy processes recommended.
Prefer experience with relational databases, HTML applications, desktop graphics, TC/IP tools, security management, working with trouble ticket systems, database management.
Market level travel required to review operations and conduct meetings.
Project management skills
Bachelor’s degree in Electrical or Computer Engineering or related field, or equivalent experience
Minimum 10+ years of experience in the Information Technology field

Office environment
Market level travel required to review operations and conduct meetings.
Must be willing to work flexible work schedules including evenings, weekends and holidays

Job Code : TWCIGN610 Sr Mgr, IT Exempt


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