Supervisor, IT Systems in Angeles Pampanga, Central Luzon at SupportNinja

Work Set Up: onsite position at Hideout, Clark, Pampanga but can travel to Sanctum if needed

Type of Contract: Full-Time

The Supervisor, IT Systems will be responsible for leading and managing a team responsible for the smooth operation and optimization of the organization’s call center's IT infrastructure. This role will bridge the gap between IT and call center operations, ensuring efficient technology usage, resolving technical issues, and driving continuous improvement.

What does a day in the life of a Supervisor, IT Systems look like?

• Lead and manage a team of IT professionals (e.g., Systems Administrators) responsible for call center IT systems.
• Foster a collaborative and results-oriented work environment within the IT Systems team.
• Delegate tasks, coach team members, and ensure they meet deadlines and performance objectives.
• Serve as a technical resource and escalation point for the junior technicians on the team, resolving issues they are unable to resolve.
• Develop and implement training programs to enhance the technical skills and knowledge of the IT Systems team.
• Possess a strong understanding of various IT systems relevant to call center operations (e.g., CRM, ACD, IVR, network infrastructure).
• Analyze call center workflows and identify opportunities for IT-driven improvements and automation.
• Collaborate with IT architects and vendors to ensure optimal performance and integration of call center technologies.
• Work with IT support specialists to troubleshoot and resolve complex technical issues impacting call center agents.
• Stay up-to-date on emerging IT trends and technologies relevant to call centers (e.g., cloud solutions, AI, omnichannel support).
• Partner with call center leadership and business analysts to understand technology needs and challenges faced by call center agents.
• Develop and implement IT policies and procedures aligned with call center operations and business objectives.
• Create knowledge base articles where needed to assist with self-help and team upskilling.
• Monitor key performance indicators (KPIs) related to call center IT systems and identify areas for improvement.
• Advocate for and represent the IT Systems team within the call center, communicating technical solutions and their impact on overall performance.
• Administer server environment consisting of Windows and Linux.
• Administer Active Directory, including GPO, Authentication, DNS.
• Administer VMware vSphere infrastructure, including patching, virtual machine creation and underlying supporting hardware: ESXi physical hosts, SAN.
• Manage backup solutions for both On Prem infrastructure and AWS (AWS Backup)
• Administer Google Workspace collaboration suite as well as the integration of SSO applications.
• Administer MDM solutions for Windows, MacOS, IOS and Android.

What are the required qualifications for a Supervisor, IT Systems?

• Bachelor's degree in Information Technology (IT), Computer Science, or a related field (preferred).
• Minimum 5 years of experience in a technical role within a call center environment.
• Proven leadership and team management experience.
• Strong understanding of IT infrastructure, network systems, and call center technologies.
• Excellent communication, collaboration, and interpersonal skills.
• Ability to prioritize tasks, manage time effectively, and work independently in a fast-paced environment.
• Problem-solving and analytical skills.
• Proven Google Workspace Administrator experience
• Experience working with VMware vSphere, SAN and physical servers
• Experience managing an Active Directory infrastructure, Windows and Linux servers
• Experience managing collaboration solutions like Office 365, Google Workspace.
• Experience with IAM solutions like Entra ID a plus
• Experience working with AWS, specially EC2, Route53, ELB, ACM.
• Experience with backup solutions for virtualized environment, bare-metal and AWS cloud.
• Knowledge of scripting and automation using PowerShell, Bash, or similar languages.
• Experience with project management methodologies is a plus.

Core Competencies:

• IT Systems Leadership & Management
• Call Center IT Expertise (CRM, ACD, IVR, Network)
• Technical Troubleshooting & Problem Solving
• IT & Call Center Operations Alignment
• Training & Development for IT Staff
• Communication & Collaboration
• Project Management (optional)
• Emerging Technology Awareness (Cloud, AI, Automation)
• Call Center Performance Analysis & Improvement
• Strategic IT Planning & Advocacy

Ninja Perks and Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Beautiful office space
• Free lunch provided daily

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?