Welcome to Aegis

IT Manager

Apply now Job no: 974414
Work type: Permanent
Location: VIC Metro - CBD
Categories: IT

  • Exciting opportunity to make your mark in a global business process outsourcing company
  • Melbourne CBD Location, close to public transport
  • Opportunity to grow and develop your career in a global company

About Startek

Startek is a leading global provider of customer experience management solutions. The company provides business process outsourcing and technology services to corporations around the world across a range of industries. Operating under the Startek and Aegis brands, the company has approximately 47,500 outsourcing experts across 58 delivery campuses in 13 countries that are committed to enhancing the customer experience for clients.

About the role and responsibilities

As an IT Manager, you will be responsible for managing various areas of Information Technology operations and processes. You will serve on cross-functional teams and understand and implement strategic planning as well as tactical aspects of information technology systems and its uses in order to enhance overall business performance across our contact centres. You will lead, develop and mentor our IT team members to ensure business objectives are met, and the highest level of service is achieved and maintained with all internal and external stakeholders.  

You will work very closely with our Contact Centre Managers and partner with our client stakeholders representing multiple brands. Our centre is based in Melbourne CBD.     

In this role you will be required to, but not limited to:

  • Manage the development, implementation, and coordination of policies, departmental matrices, expenses, practices, and programs covering all aspects of IT Operations (physical and virtual desktop support, deployment, equipment inventory management, and logistics)
  • Management of staff members in IT Operations, including recruitment, training, development, engagement, retention and performance of the team.
  • Responsible for coordinating staff and facilitating processes for troubleshooting/outage triage and extending required support.
  • Manage all vendor relationships
  • Responsible for system security in all functional areas
  • Recommends changes, trouble shoots or suggests innovations within scope of projects or IT area.
  • Manages respective areas of the IT budget
  • Effectively drive change management and process improvements in the campaign.
  • Ensure optimum Client satisfaction is obtained through working with the Client stakeholders, direct reports, other and internal stakeholders to implement initiatives and meet operational / contractual objectives.
  • Participate in key meetings with including weekly/monthly business reviews.

To be considered for this opportunity, you will ideally possess:

  • Management experience leading an IT Team, preferably from within a Contact Centre environment or a related industry
  • A Bachelor Degree in IT or related discipline
  • Highly regarded client relationship management experience
  • Strong skills in networking, solution development, business intelligence, help desk and /or applications
  • Extensive experience in physical and virtual desktop/PC deployment and support.
  • Skills and experience in troubleshooting and resolving IT system outage issues.
  • Proven ability to facilitate efficient PC procurement and deployment logistics.
  • Experience with new site build-out and closure project implementations.
  • Experience facilitating desktop updates, patching, and antivirus protection.
  • Experience managing and deploying telephony hard and soft phone solutions.
  • ITIL Foundation training and certification preferred.
  • Demonstrated leadership abilities, self-motivation and resilience.
  • Excellent communication skills, both written and verbal.
  • Ability to maintain high level of confidentiality and work with highly sensitive data and information.
  • Effective problem solving skills used to identify and resolve day-to-day operation and employee relations problems. 
  • Demonstrated change management aptitude and ability.  Takes a proactive role in bring about change, applying new ways to develop the business through improved management of people and processes.

 In return, we will offer the successful candidate:

You will work with other like-minded, motivated and skilled experts.  We will provide you with the tools and support to be successful. Your work environment will deliver all the freedom you require to think, try new things and to have a go.

On offer to the successful candidate is an attractive salary package and the opportunity to be professionally developed by Leaders who are renowned in the industry.

The successful applicant will be required to complete a criminal check, an Australian Securities and Investment Commission check and an Insolvency check (which we will conduct) and all offers of employment will be made pending the successful outcome of these checks.

How do you join our team?

It’s easy, apply today!!

Startek values your privacy. Please refer to to view our privacy statement. © 2020, Startek Services Australia

Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Standard Time

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