Call Center IT Manager Job in Colorado Springs, Colorado US
Call Center IT Manager
Xerox Corporation is a $22 billion leading global enterprise for business process and document management. Through its broad portfolio of technology and services, Xerox provides the essential back-office support that clears the way for clients to focus on what they do best: their real business. Headquartered in Norwalk, Conn., Xerox provides leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Through ACS, A Xerox Company, which Xerox acquired in February 2010, Xerox also offers extensive business process outsourcing and IT outsourcing services, including data processing, HR benefits management, finance support, and customer relationship management services for commercial and government organizations worldwide. The 130,000 people of Xerox serve clients in more than 160 countries. If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today. May perform one or more of the following: General Duties and Responsibilities This is a hands-on IT leadership position. Experience in large high volume office (large number of seats) and or Call Center is preferred. Conducts regular audits to equipment and procedures and implement improvements. Direct responsibility for maximizing revenue and profitability of the program by minimizing risks of downtime and systems failures for technology. Responsible for the proper operation and maintenance of all network and telephony systems P rovides telecommunications technical support for multiple call centers telecommunications infrastructure Make sure daily tasks are properly performed and documented, including: virus scans, backups, user maintenance; provide reports to center/corporate management related to downtime, timeliness and accuracy, etc. M anages call center infrastructure integration. Oversees telecommunications system administration. Programs and installs associated equipment. Researches and evaluates new technologies, services and concepts to determine if applicable within the call center. Plan, implement, and follow up on call center application projects. Must be able to coordinate activities and communications between several different groups, such as operations, users, management, technical staff and vendors Oversee and provide direction to the Network/Telecom associate and Programming/Data Processing Manager if applicable. Diagnose and resolve problems related to call center systems. D evelop and implement security plan to protect the center, the systems, and the data from unauthorized use or access. Delegating and following up on actions assigned to team members. Qualifications: 4-year college degree or equivalent education and experience. M inimum 5 years work experience. M inimum of 3 years in a similar role. M ust have 2+ years experience in a call center environment (200+ PC based workstations in a networked environment) Mu st have 4+ years experience in IT dealing with Network Management in a LAN/WA/VPN environment; installing, Troubleshooting, upgrading operating systems such as Windows NT/98/95, Windows NT terminal sever, Novell, MS SQL server; and installing and maintaining network hubs/switches/high end Cisco routers/firewall systems. Telephony experience preferred All other duties as assigned. ACS is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender/sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, the basis of genetic information or any other group protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodation(s) by calling 866-419-2226 or by sending an e-mail to accommodations@acs-inc.com . .