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Director of Information Technology

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Are you someone who wants an opportunity to have a huge impact with a growing company?  Team collaboration is at the core of what makes us successful.  Join us as a trusted business partner and help us continue our journey to broadening our footprint as the most trusted and ethical outsourcing company in the business.  

Position Overview 

The Director of Information Technology (IT) is responsible for the quality of technical services delivery in the FCR Sites, as well as execution of assigned technical initiatives across the company. The IT Director is also second-in-command of the Information Technology function at FCR. In addition, this role will coordinate with operational leaders to ensure that FCR objectives are met while fostering company culture in alignment with FCR’s Mission, Vision, Values. 

The Director of IT reports to the VP of Technology and Security. 

Essential Functions and Duties 

  • Responsible for planning, organizing, leading, staffing, and controlling multiple technical development projects in a range of activities. These activities encompass traditional technical and management responsibilities of leadership and staff development, leadership in trouble resolution, as well as successful execution of assigned projects. 
  • Apply the nine FCR Core Values to planning, organizing, staffing, leading, and controlling the delivery of exemplary technical customer service to the company. This is generally measured by assigned project outcomes, system stability and availability, effective production change management, ticket counts and service level attainment, and the sites’ technical stability. 
  • Manages a team of Site IT Managers from each location at FCR. 
  • Mentor and develop effective leadership and management skills in the Site IT Managers by instilling the POSLC management discipline. Outcomes are generally measured by training and preparedness of the Site IT Managers to resolve issues independently and effectively within the sites. 
  • Participate in and shepherd the security, audit, code review, change management, and system deployment processes. 
  • Serve as an internal subject matter expert with respect to information technology and decision processes to ensure alignment with company business models. 
  • Develop and maintain information technology frameworks, policies, standards, and practices.  
  • Develop and implement processes to assess and/or monitor the effectiveness of technology frameworks and adherence to standards. 
  • Advise on and support the negotiation as well as the execution of contracts and collaborations that involve technical systems. 
  • Advise and monitor technical items for new clients and continued support for established clients. 
  • Maintain current and in-depth knowledge of leading practices related to information technology management. 
  • Lead internal matrixed teams to drive complex technical initiatives. 
  • Partner cross-functionally with departments to provide strategic and tactical thought partnership to effectively drive results. 
  • Other duties/projects as assigned. 

Qualifications 

  • Strong written and verbal technical and non-technical communication skills. 
  • Effective communication and influence of partners across the company and across all levels of the organization. 
  • Excellent people management skills with the ability to influence key decision-makers. 
  • Strong analytical skills, attention to detail, and the ability to adapt to a dynamic agile environment. 
  • Willingness to follow processes, such as technical change management and escalation procedures.
  • Strong leadership skills and ability to drive and motivate a team in the delivery of technical initiatives. 
  • Stress Resilient and able to work in a fast-paced, changing environment.  
  • Critical Thinking – using logic and reasoning to identify the strengths and weaknesses of alternative solutions and conclusions. 
  • Willingness to take ownership and to drive execution of projects to time and costs constraints. 


Additional Qualifications 

  • Bachelor’s Degree in Computer Science or Business is strongly preferred but not required 
  • 6 or more years of technical service with prior experience in customer service, preferred. 
  • Strong technical understanding of computer telephony products. Ideally, direct experience with network support of telephony systems, ACD / IVR setups in a VOIP environment. 
  • Other Technical skills: Troubleshooting and sequential problem resolution, solid understanding of networking, server, and desktop technologies, as well as common server and desktop operating systems, server applications, and desktop applications 
  • Good understanding of information security and compliance including SOC II, HITRUST, PCIDSS. 
  • Competent in using a variety of software and systems including Microsoft Office 365 
  • Prior formal supervisory experience, including hiring, coaching, evaluating, and when necessary, discharging employee. 
  • Occasional domestic and international travel. 
  • This role is a supervisory role with up to 10 direct reports and several indirect reports. 

Physical Demands and Working Conditions 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals to perform the essential functions. 

  • Physical Demands: Sitting up to 100% of the time  
  • Working Conditions: Indoor office environment, use of telephone and headset (up to 100% of the time), computer and other office equipment 

 

FCR Hiring Minimum Requirements 

  • High school graduate or equivalent 
  • 18 years or older  
  • Employment contingent upon successful completion of a background check 

 

Disclaimer: This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job.  

Or, know someone who would be a perfect fit? Let them know!

Perks & Benefits

Our goal at FCR is to support our people and make sure your experience with us is fun and rewarding! Our call centers have a culture that allows you to be yourself and focus on giving customers the best experience possible. We believe if we take care of you, you will take care of our customers – and that’s how it should be. Here are just some of our benefits and perks that you can enjoy as an FCR colleague.

  • An unbeatable work atmosphere

    We like to have FUN at FCR, and we have created an environment to work in that is comfortable, and that allows us to work hard and have fun at the same time. We have things like spacious break rooms with video games, snacks, drinks, and more. We have weekly fun activities and events, contests, and raffles.

  • Paid Time Off (PTO)

    Paid time off is accrued and can be used for planned time (for vacation) or unplanned time (for sick-time).

  • Paid Holidays

    FCR observes and allows time off with pay for 7 major holidays.

  • Healthcare Plan

    FCR offers comprehensive healthcare insurance to employees and their families. Coverage includes medical and hospital care as well as prescription drug coverage.

  • Dental Plan

    FCR offers dental care to all employees and their families.

  • Vision Plan

    FCR offers a vision plan for all employees and their families.

  • Medical Expense Reimbursement Plan (MERP)

    FCR offers a medical expense reimbursement plan to offset the cost of health insurance deductibles.

  • Flexible Spending Accounts (FSA)

    Healthcare and Dependent Care Accounts are available to all FCR colleagues. You select the amount to set aside each year up to annual limits.

  • Short Term Disability

    FCR offers short term disability to all colleagues. The cost is based on wages and colleagues are eligible to receive up to 60% of wages for up to 24 weeks.

  • Long Term Disability

    FCR offers LTD for all colleagues enrolled in the company healthcare plan.

  • Basic Life and AD&D Insurance

    This is a company-paid benefit for all FCR colleagues who are enrolled in our healthcare plan.

  • Voluntary Life and AD&D Insurance

    You can enroll yourself, your spouse, and/or your children. Cost is based on age and the amount of coverage selected.

  • Employee Assistance Program (EAP)

    FCR offers this company-paid benefit for all employees. Services include counseling, wellness benefits, and discounts.

Colleague life at FCR.

Coming to work at FCR means challenging yourself every day. We believe in ideas like honesty, transparency, and openness. There literally are no closed doors at FCR because we think people should be able to communicate their ideas and thoughts openly. We are a collaborative organization that strives to create an open environment in which great work can be achieved. We also like to have just as much fun as we much as we like to work hard. There is always something happening in one of our centers.

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