IT Manager

Daythree; Shah Alam; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in the IT sector is seeking an IT Manager to oversee daily operations within a contact center environment. The ideal candidate will have a strong background in IT infrastructure management and a proven track record in leading teams. Responsibilities include managing service desk support, ensuring system reliability, and implementing cybersecurity practices. This position offers a competitive salary, benefits including EPF and medical coverage, and the opportunity to work in a dynamic and evolving environment.

Benefits

EPF

SOCSO

Annual Leave

Medical Benefits

Additional perks

Qualifications

• Minimum 5 years of IT experience, with 2 years in a managerial role.
• Experience in contact centre or BPO preferred.
• Strong technical and reporting skills.

Responsibilities

• Oversee daily IT operations and manage IT service desk support.
• Lead IT projects and implement IT policies.
• Mentor and manage IT support staff.

Skills

IT infrastructure management

Leadership

Problem-solving

Communication

Customer service orientation

Education

Bachelor’s degree in information technology or related field

ITIL, CCNA, MCSA, or PMP certifications

Tools

Microsoft 365

Active Directory

Windows Server

VPN

Job description

Job Responsibility

Key Responsibilities:

1. Oversee daily IT operations within the contact centre environment, including system uptime, server performance, network connectivity, and telephony.
2. Manage IT service desk support for internal staff, including incident management, request fulfillment, and user support.
3. Ensure the availability and reliability of contact centre platforms.
4. Collaborate with external vendors and partners to resolve system issues and implement upgrades or patches.
5. Lead IT projects including system rollouts, upgrades, infrastructure enhancements, and business continuity planning.
6. Implement and enforce IT policies, cybersecurity practices, asset management, and compliance with regulatory standards (e.g., PDPA, ISO 27001).
7. Support Work From Home (WFH) infrastructure for remote agents, ensuring secure and stable access.
8. Monitor and report on IT performance metrics and service-level compliance.
9. Mentor and manage a team of IT support staff, providing guidance, training, and performance management.

Job Requirements

Required Skills & Qualifications:

• Education & Certifications:
  • Bachelor’s degree in information technology, Computer Science, or related field.
  • Relevant certifications such as ITIL, CCNA, MCSA, or PMP are preferred.
• Technical Skills:
  • Strong experience in managing IT infrastructure (servers, firewalls, switches, VPNs).
  • Knowledge of cloud-based contact centre solutions (e.g., NICE CXone, Genesys Cloud, AWS Connect).
  • Proficient in Microsoft 365, Active Directory, Windows Server, VoIP, and network monitoring tools.
  • Familiarity with backup and disaster recovery systems.
• Experience:
  • Minimum 5 years of experience in IT roles, with at least 2 years in a managerial or team lead position.
  • Experience working in a contact centre or BPO environment is highly desirable.
  • Proven experience in handling high-availability environments and mission-critical systems.
• Soft Skills:
  • Strong leadership and team management capabilities.
  • Excellent problem-solving and decision-making skills.
  • Strong communication skills, both verbal and written.
  • Ability to work under pressure and manage multiple priorities.
  • Customer service-oriented mindset with a proactive approach.
  • Strategic thinking with an ability to align IT initiatives with business goals.
  • Adaptable to fast-paced, evolving environments.
  • Strong technical and reporting skills.

Job Benefits

• EPF, SOCSO, Annual Leave, Medical Benefits & additional perks