Senior IT Manager - Hybrid

Job Description

Job Description

Customer Contact Services has been answering when it matters for more than 50 years. We operate 24 hours a day, 7 days a week, 365 days a year, supporting healthcare organizations, legal firms, property managers, and service businesses across the country with live, U.S.-based agents. A six-time Inc. 5000 honoree, CCS is in active growth mode: we are modernizing our technology stack, migrating core platforms, and investing in AI-enabled service. The IT department sits at the center of that growth, and this role is the person we trust to run it.

Position Overview
CCS is seeking a Senior IT Manager to lead our IT infrastructure and systems team. This is a true player-coach role: you will set direction and priorities for the department, manage and develop a small team, and stay hands-on in the technical work, from systems administration to troubleshooting to automation. It is built for a leader who has managed people before and still wants to be in the work, not just overseeing it.

You will report directly to the President, partner with senior leadership on budget and technology strategy, and have real ownership over how the department is built. As CCS grows, so does this role, with a clear path to a Director-level position.

Key Responsibilities

Technical Leadership & Hands-On Work

• Administer and maintain Microsoft 365, Entra ID (Azure AD), and cloud environments (Azure and/or AWS).
• Lead the resolution of infrastructure, network, and systems issues, working directly alongside the team.
• Build and maintain scripts (PowerShell/Python) and API integrations to automate administrative and operational tasks.
• Maintain and troubleshoot network infrastructure, including firewalls, VPN connectivity, DNS, and TCP/IP networking.
• Carry a share of ticket and project work during busy periods or staffing gaps.

Team Leadership & Development

• Directly manage a team of 3–5 IT professionals: hiring, onboarding, performance management, and professional development.
• Assess current team skills, close gaps through coaching and training, and build a structure that scales with the company.
• Set clear priorities and workload distribution, and model strong technical problem-solving in day-to-day work.
• Build a scalable team structure as the department grows, identifying when and where to add roles or restructure responsibilities.

Strategy, Process & Collaboration

• Partner with the President and senior leadership on department priorities, budget planning, and headcount.
• Act as the primary IT point of contact for Operations, HR, and Client Services on system needs and project timelines.
• Improve documentation, operational efficiency, and IT service management practices across the department.
• Manage vendor relationships for infrastructure, cloud services, and network support.

After-Hours Expectations

• CCS operates 24/7/365, and reliable infrastructure is core to our business. The Senior IT Manager serves as the escalation point for after-hours infrastructure issues. Escalations are the exception rather than the routine, and part of this role's mandate is building the team, monitoring, and processes that keep them that way.

Required Qualifications

• 2–3 years of experience directly managing an IT team, including performance management and workload oversight.
• Hands-on experience administering Microsoft 365, Entra ID, and at least one major cloud platform (Azure or AWS).
• Scripting experience with PowerShell or Python, including automation of administrative tasks.
• Strong networking fundamentals: TCP/IP, DNS, VPNs, and firewalls.
• Demonstrated ability to prioritize and adapt in a fast-moving environment, balancing hands-on work with leadership responsibilities.
• Strong communication skills, including translating technical issues for non-technical stakeholders and executives.
• Willingness and ability to support occasional after-hours and on-call needs given the 24/7 nature of the business.

Preferred Qualifications

• Experience in a BPO, contact center, healthcare-adjacent, or similarly client-driven 24/7 environment.
• Experience with IT service management or ITIL practices.
• Experience building or scaling a department, including hiring and restructuring teams.

Benefits

• Hybrid remote option
• Medical insurance 
• Dental and Vision insurance 
• 401k matching
• Paid time off
• Life insurance
• Paid company observed Holidays
• Advancement opportunities

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