IT Call Center Manager

Job Summary

A company is looking for an IT Call Center Service Delivery Manager to oversee efficient operations and enhance service delivery.

Key Responsibilities

• Lead and develop IT service professionals while ensuring alignment with service goals
• Establish and improve service delivery frameworks, monitoring performance metrics and reporting on service outcomes
• Coordinate documentation and compliance, support client reporting needs, and manage escalated client issues

Required Qualifications

• Bachelor's degree and four years of relevant experience or equivalent combination of education and experience
• Proven experience in managing teams and delivering IT services in a complex environment
• Experience managing call center operations and near-shore operating models
• Strong knowledge of incident management, service request management, and problem management processes
• Ability to mentor and educate team members while maintaining organizational values