Senior IT Manager, Call Center

Group O

Call Center Senior IT Manager responsible for optimizing technical support operations across Group O. Leading onboarding, overseeing IT Technicians, ensuring seamless technology integration.

Posted 5/20/2026full-timeMilan • Illinois • 🇺🇸 United StatesSenior💰 $85,000 - $100,000 per yearWebsite

Tech Stack

Tools & technologies

Citrix

About the role

Key responsibilities & impact

Responsible for overseeing all call center IT support for all Group O call center locations as well as at-home agents
Manage onboarding of all system related tasks for new programs and clients
Manage onboarding of all new technology
Manage day-to-day activities of CC IT Techs
Assess and recommend the need for all call center computer equipment
Research and recommend new call center technologies
Coordinate 3rd party access permissions to accounts
Coordinate with corporate IT for resolutions for any issues
Coordinate and manage system vendor relationships
Troubleshoot any problems with PC’s and phones that may arise
Trouble shoot WFM system
Trouble shoot ACD systems
Develop and maintain all program services for the call center
Develop and maintain the correct IVR’s for all services
Develop and maintain system automation integration
Update Citrix/Client Servers for CC agent access
Relate problems via trouble tickets with vendor services and ensure that the problems are resolved in a timely manner
Attend conferences

Requirements

What you’ll need

Associate’s degree
Technical trouble shooting
Managing people
2-4 years’ experience
Strong problem-solving skills
Strong verbal and communication skills
Data entry computer experience
Some computer networking knowledge
MS Office experience
Telecommunications experience
Call Center experience
Initiative and drive
Excellent written, verbal and interpersonal communications skills
Ability to work well independently and as part of a team
Ability to Multitask and prioritize in a dynamic environment
Strong troubleshooting and analytical skills
Detail oriented
Sound judgment

Benefits

Comp & perks

Medical, Dental, Vision, and Life Insurance
Flexible Spending Accounts (Medical and Dependent Care)
401(k) Plan with Company Match
Generous Paid Time Off
10.5 Paid Holidays
Career Development Opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical troubleshootingcomputer networkingdata entrysystem automation integrationIVR developmentWFM system troubleshootingACD systems troubleshootingcall center technology managementPC troubleshootingCitrix/Client Servers update

Soft Skills

problem-solvingverbal communicationinterpersonal communicationinitiativedriveteamworkmultitaskingprioritizationdetail orientedsound judgment

Certifications

Associate’s degree