Job Posting: IT Manager for Pest Control Contact Center

Job Title:IT Manager

Location:Charlotte, NC

Company:PROFORCE Pest Control

Department:Information Technology

Reports To:Chief Operations Officer (COO)

Employment Type:Full-Time

About Us

Founded in 2013, ProForce Pest Control is a customer-centric and technology-driven company that is revolutionizing the pest control industry. ProForce serves a crucial public health function by using state-of-the-art equipment and environmentally-conscious products to protect the people and places our customers love. As we embark on a period of rapid growth, we are looking to add ambitious, career-oriented team members.

At ProForce, we pride ourselves on our internal company culture. Not only are our team members treated with respect and competitively compensated; they also benefit from being part of a company that actively rewards employees for being team players while providing ample opportunity for personal and professional growth. As a company, ProForce is driven to achieve excellence—a goal that begins with our individual team members. At ProForce, we understand how important it is to recruit—and reward—people who are enthusiastic about developing their careers and opening new opportunities while delivering an unsurpassed customer experience to our customers and employees.

Job Overview

We are seeking a hands-on IT Manager to oversee all technological aspects of our new internal contact center. This individual will play a crucial role in the Forming, Storming, Norming, and Performing phases of our contact center development. The IT Manager will be responsible for evaluating and selecting technology, implementing systems, and leading a small support team to ensure the seamless operation of our contact center.This is a full-time position with a salaryof $80,000 to $120,000.

Key Responsibilities

Technology Evaluation and Selection:
- Lead the assessment and selection of technology platforms and tools for the contact center
- Collaborate with stakeholders to understand technology needs and requirements
- Stay up-to-date with industry trends and advancements to ensure the best solutions are implemented
Implementation and Oversight:
- Plan and execute the implementation of chosen technology solutions
- Ensure all systems are integrated and functioning efficiently
- Develop and enforce IT policies and procedures
Team Leadership and Development:
- Build and manage a small team of IT support professionals
- Provide hands-on support and mentorship to team members
- Foster a collaborative and innovative team environment
Operational Excellence:
- Monitor and optimize the performance of IT systems to ensure maximum uptime and efficiency
- Troubleshoot and resolve technical issues promptly
- Implement and maintain security protocols to protect company data
Strategic Planning:
- Contribute to the strategic planning of IT initiatives aligned with business goals
- Develop and manage the IT budget
- Identify opportunities for technology improvements and cost savings

Qualifications

Bachelor’s degree in Information Technology, Computer Science, or a related field
Proven experience in IT leadership roles, preferably within a contact center or customer service environment
Minimum 2 years experience with FieldRoutes CRM
Strong hands-on technical skills and experience with IT infrastructure, software, and hardware
Excellent project management and organizational skills
Ability to lead and develop a small team of IT professionals
Strong problem-solving skills and the ability to make sound decisions under pressure
Excellent communication and interpersonal skills

Preferred Qualifications

Master’s degree in Information Technology, Business Administration, or a related field
Experience with cloud-based contact center solutions
Knowledge of cybersecurity best practices

What We Offer

Competitive salary and benefits package. Salary is to start at $80,000 to $120,000
Opportunity to lead and shape a critical aspect of our business from the ground up
Collaborative and supportive work environment
Career growth and development opportunities

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IT Manager