Contact Center Manager – Remote India – 5 to 10 Years Experience
Job Description
StickmanCyber is expanding its operations and is seeking an experienced Contact Center Manager to lead and optimize service desk and customer support functions.
The ideal candidate will have a strong background in IT service management, SLA ownership, team supervision, and operational reporting. This role requires hands-on leadership in incident and change management processes, along with the ability to coach and develop high-performing support teams. Immediate joiners are preferred.
Responsibilities:
- Manage and oversee IT service desk and contact center operations.
- Ensure adherence to Incident Management and Change Management processes.
- Drive SLA performance, reporting, and service quality improvements.
- Supervise and mentor support agents, ensuring continuous skill development.
- Monitor performance metrics and implement process optimizations.
- Collaborate with IT operations and security teams to ensure service continuity.
- Maintain compliance with ITIL best practices and organizational standards.
Job Requirements
• 5+ years of experience in IT service desk, technical support, or IT operations.
• Minimum 2 years of supervisory or team leadership experience.
• Strong knowledge of Incident Management, Change Management, and ITIL practices.
• Experience in SLA ownership, reporting, and workforce management.
• Excellent communication and stakeholder management skills.
• Ability to manage remote or hybrid teams effectively.
Preferred Qualifications
• Background in contact center management, service delivery management, or QA/workforce management roles.
• Familiarity with ITSM tools such as Jira or similar platforms.
• Experience in 24/7 support environments.
• To Apply: Interested candidates can share their updated resume along with their notice period details.
• Shortlisted candidates will be contacted directly after review.
About the Company
StickmanCyber is a leading cybersecurity services provider known for delivering high-quality managed security and IT services. The company focuses on operational excellence, client satisfaction, and building strong, high-performing teams across global environments.