Senior IT Manager - Hybrid

Customer Contact Services•Minnetonka, MN

3d•Hybrid

About The Position

Customer Contact Services (CCS) is seeking a Senior IT Manager to lead their IT infrastructure and systems team. This is a player-coach role where the individual will set direction, manage and develop a team of 3-5 IT professionals, and remain hands-on with technical tasks such as systems administration, troubleshooting, and automation. The role involves reporting directly to the President, partnering with senior leadership on budget and technology strategy, and having ownership over the department's development. There is a clear path to a Director-level position as CCS grows.

Requirements

2–3 years of experience directly managing an IT team, including performance management and workload oversight.
Hands-on experience administering Microsoft 365, Entra ID, and at least one major cloud platform (Azure or AWS).
Scripting experience with PowerShell or Python, including automation of administrative tasks.
Strong networking fundamentals: TCP/IP, DNS, VPNs, and firewalls.
Demonstrated ability to prioritize and adapt in a fast-moving environment, balancing hands-on work with leadership responsibilities.
Strong communication skills, including translating technical issues for non-technical stakeholders and executives.
Willingness and ability to support occasional after-hours and on-call needs given the 24/7 nature of the business.

Nice To Haves

Experience in a BPO, contact center, healthcare-adjacent, or similarly client-driven 24/7 environment.
Experience with IT service management or ITIL practices.
Experience building or scaling a department, including hiring and restructuring teams.

Responsibilities

Administer and maintain Microsoft 365, Entra ID (Azure AD), and cloud environments (Azure and/or AWS).
Lead the resolution of infrastructure, network, and systems issues, working directly alongside the team.
Build and maintain scripts (PowerShell/Python) and API integrations to automate administrative and operational tasks.
Maintain and troubleshoot network infrastructure, including firewalls, VPN connectivity, DNS, and TCP/IP networking.
Carry a share of ticket and project work during busy periods or staffing gaps.
Directly manage a team of 3–5 IT professionals: hiring, onboarding, performance management, and professional development.
Assess current team skills, close gaps through coaching and training, and build a structure that scales with the company.
Set clear priorities and workload distribution, and model strong technical problem-solving in day-to-day work.
Build a scalable team structure as the department grows, identifying when and where to add roles or restructure responsibilities.
Partner with the President and senior leadership on department priorities, budget planning, and headcount.
Act as the primary IT point of contact for Operations, HR, and Client Services on system needs and project timelines.
Improve documentation, operational efficiency, and IT service management practices across the department.
Manage vendor relationships for infrastructure, cloud services, and network support.
Serve as the escalation point for after-hours infrastructure issues.