Regional IT Operations Manager

The IT Support Department monitors and maintains the Infrastructure Technology and networks of the Contact Centers in Jamaica, Grenada and St. Lucia. We are seeking a skilled and organized IT professional to fulfill the leadership role .

UNIQUE VACATIONS LIMITED

The worldwide representative for Sandals and Beaches Resorts is seeking innovative, performance-driven, technology and network focused individual to join our Team.

Regional  IT Operations Manager 

We are seeking an experienced and highly motivated Regional IT Manager to lead IT operations across our Caribbean contact center footprint, supporting sites in Montego Bay (Jamaica), Grenada, and St. Lucia. This role is critical to ensuring the stability, performance, and responsiveness of technology services that directly impact customer experience and business continuity.

Reporting to the Global IT Director – Infrastructure, Cloud & Support (based in Miami, Florida), the Regional IT Manager will oversee local IT operations, lead a distributed team, and serve as the primary escalation point for complex technical issues. This individual will operate at the intersection of hands-on technical leadership and operational management—ensuring service excellence in a fast-paced, customer-centric environment.

The ideal candidate brings strong experience in contact center technologies, endpoint and network troubleshooting, and service desk leadership, combined with a forward-looking mindset toward AI-assisted help desk automation and operational efficiency.

JOB RESPONSIBILITIES

• Regional IT Operations & Leadership

  • Lead and mentor a distributed team of IT professionals across Jamaica, Grenada, and St. Lucia, fostering accountability, consistency, and high performance
  • Oversee daily IT Service Desk operations across all locations, ensuring timely resolution of incidents and service requests
  • Act as the primary escalation point for Local IT Administrators, resolving complex endpoint, application, and connectivity issues
  • Establish and manage on-call schedules to ensure consistent after-hours and weekend support coverage across the region

  Service Delivery & Support Excellence

  • Drive a high standard of customer service, ensuring IT support aligns with business expectations in a contact center environment
  • Monitor ticket queues, service levels, and recurring issues using platforms such as Jira (or equivalent), identifying trends and implementing corrective actions
  • Coordinate closely with centralized Systems Administration and Network Engineering teams to resolve infrastructure-related issues, including ISP outages, server performance, and network instability
  • Serve as the primary point of contact for the after-hours external support vendor, ensuring performance standards are met and issues are escalated appropriately

  Technology Oversight & Troubleshooting

  • Support and maintain endpoint environments, including Lenovo laptops running Windows 11 and MacBooks running OSX.
  • Provide operational support for contact center technologies, including Webex Calling and Webex Contact Center, ensuring minimal disruption to voice and agent operations
  • Assist in the administration and support of Calabrio Workforce Management and Salesforce CRM platforms
  • Manage and troubleshoot core IT services, including Active Directory, ManageEngine AD Manager, DHCP, Wi-Fi, and wired networking environments

  AI & Automation Enablement

  • Identify opportunities to automate Tier 1 Help Desk requests using AI-driven tools and workflows
  • Collaborate with global IT leadership to implement AI-assisted troubleshooting, knowledge management, and ticket triage capabilities
  • Promote structured documentation and repeatable processes

  Vendor & Stakeholder Management

  • Manage relationships with local ISPs and technology vendors, ensuring service delivery aligns with business needs
  • Hold external partners accountable for uptime, response times, and issue resolution
  • Communicate effectively with both technical and non-technical stakeholders across regional sites and corporate leadership

  Travel & Regional Support

  • Travel periodically between Jamaica, Grenada, St. Lucia, and Miami as required to support operations, projects, and team development
  • Provide on-site leadership during major incidents, upgrades, or operational initiatives