IT Operations Manager

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

The IT Operations Manager implements and administers global technology activities, including managing, upgrading, and directing the installation, operation, and maintenance of information technology hardware and software.

As IT Operations Manager, You Will…

• Assume responsibility for assigned IT Operations services and activities specific to a site (or sites).
• Administer and provide ongoing technical support locally on site of information technology hardware (desktop/laptop/Chromebox) and software.
• Take full ownership of Project Management functions, such as:
◦ Plan, coordinate, and deliver projects on time, within scope, and on budget.
◦ Align cross-functional teams, vendors, and stakeholders through clear communication.
◦ Proactively identify risks, manage scope changes, and resolve issues to maintain project momentum.
◦ Provide regular updates to keep execution teams and leadership aligned.
• Maintain staff by recruiting, selecting, orienting, and training employees.
• Conduct 1:1 discussions with IT Generalists to develop personal growth opportunities and provide coaching sessions to clarify expectations.
• Maintain a safe and secure work environment.
• Complete projects by coordinating resources and timetables with different IT stakeholders and non-IT departments.
• Perform hardware troubleshooting, which includes repairs, upgrades, and configuration of desktops/laptops.
• Take ownership of technical issues, working with different stakeholders to resolve technical concerns as necessary.
• Monitor, report, and document system and performance issues.
• Work collaboratively with different clients, team members, and other stakeholders across the company to achieve desired results.
• Adhere to company policies, core values, and procedures.
• Work on shifting schedules and be available to work in a 24/7 operations environment.
• Interpret and validate technical issues, test solutions, follow up, and escalate when necessary.
• Solve complex problems in a technical service-oriented environment.
• Comprehend, capture, and interpret basic information and work within a team in a fast-paced call center environment.

As IT Operations Manager, You Need…

• Post-secondary or completion of post-secondary schooling preferred.
• Minimum 2 years IT experience.
• Minimum 1 year management/project management experience.
• Experience managing base image and software packaging deployments.
• Project Management skills:
◦ Ability to plan, coordinate, and deliver projects within scope, timeline, and budget
◦ Strong communication skills with the ability to align cross-functional teams, vendors, and stakeholders
◦ Proactive risk identification, scope management, and issue resolution to keep projects on track
◦ Ability to provide regular updates and maintain an open channel of communication between stakeholders and execution teams
• Working knowledge of MS Windows, IOS/OSX, Android, and system environments.
• Experience in Microsoft desktop and server platforms and their related software management applications.
• Detail-oriented team player with creative problem-solving and project management skills.
• Ability to implement change and innovation.
• Expertise in installation, diagnostics, repair, maintenance, and upgrading all hardware and equipment (including but not limited to desktops, laptops, printers) to ensure optimal workstation performance.
• Strong interpersonal and organizational skills; must be customer-oriented
• Must be tech-savvy and updated on the latest technology available on the market (Tablets, Game Consoles, LED TV’s, etc.)

IntouchCX provides and promotes equal employment opportunities in accordance with all applicable laws of Guatemala and the principles of natural justice. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, place of origin, color, ethnic, national or aboriginal origin, citizenship, political conviction, belief or activity, language, civil status, source of income, social condition, creed, sexual orientation, age, record of offences, marital status, common-law partnership status, family status or disability, or any other that can be consider discriminatory under applicable laws of Guatemala.

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to hr@intouchcx.com for review and validation.