SYKES is committed to the safety and wellbeing of our employees and our communities. In response to the current COVID-19 crisis, we are working with our partners to determine a solution that allows as many current and potential employees as possible to work from home. For those who must remain in an office environment, we are taking every precaution and following the guidance of public health authorities.

Mgr Regional IT Support Center

Date Posted: 03/21/2020

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Job Description

COVID ? 19 Precaution:

Out of an abundance of caution due to the concerns surrounding the current situation with the Coronavirus (COVID-19), we will be conducting our hiring process completely virtually. That means that all interviews and onboarding activities will be held online or over the phone. The health of our employees and candidates is our main priority and we hope you will forgive any inconvenience that may arise from this non-conventional approach. While the day-to-day approach has changed a bit during this time, our commitment to hiring the best talent in the industry and helping them to thrive both personally and professionally is stronger than ever.

This position is responsible for creating a dynamic, interactive and responsive organization focused on employees and client satisfaction to ensure the delivery of excellent technical support to our US brick and mortar and virtual agents. The role is responsible for supporting all employees on various platforms for North American clients and works closely with other areas in the North American and Global IT organizations to ensure process adherence and improvement methodologies are utilized. Additionally, the role is responsible for escalating to the SYKES Service Desk Center (SDC) as appropriate for any multi-user issues to ensure timely resolution.


SYKES Enterprise services support the worldwide delivery of quality customer care from our call centers and our large home-based workforce. Our high-performance team manages a challenging array of cloud, web- and- mobile based solutions that integrate a dispersed workforce and multiple clients. Information security, network administration and software development are part of our comprehensive global portfolio. IT professionals with a passion for challenging and meaningful work in a fast-paced industry will find a home and a rewarding career here.

EEO statement

Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. SYKES is proud to be an equal employment opportunity employer. SYKES is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO.

Required qualifications, skills and experience

* Adheres to SYKES policies on ethics and integrity.

* Maintains a team focused on exceeding our agents' expectations

* Manages assigned technical support staff and leadership, which includes virtual and offshore support center teams

* Implements measurement criteria to evaluate trends in support team performance, including customer satisfaction, operating efficiency and quality, and identifies opportunities to improve processes across the team

* Develops and delivers reports and metrics to senior management

* Works with the SDC to escalate and resume business operations in the event of production impacting incidents

* Implements methodologies to reduce calls per agent, improve first call resolution, manage customer perceptions, and build strong internal relationships

* Maintains support center staffing to ensure appropriate KPIs are maintained

* Leads administration of knowledgebase applications and reporting

* Prepares and holds Quarterly Business Reviews with operations and other support teams as required

* May perform other additional duties and responsibilities as assigned.

Desired qualifications, skills and experience


Bachelor's degree and three (3) plus years of experience in a leadership role providing technical customer support/helpdesk role required; or any equivalent combination of related training/education and experience required.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

* Strong business management background including budget management.

* Demonstrated ability to perform well and demonstrate sound judgment under stress when confronted with emergency, critical or unusual situations. Ability to maintain a strong sense of urgency.

* Exceptional analytical, conceptual, and problem-solving abilities, superior written and oral communication skills, and leadership ability is needed.

* Highly organized, detail-oriented, and able to meet deadlines.

* Strong knowledge of business applications, Microsoft O365, advanced technical acumen.

* Excellent oral and written communication skills and ability to present conceptional information to all levels of management.

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