Information Technology End User Support Group at eClerx
5 days ago
The Senior Process Manager - End User Support Group will lead and manage end-user technology support operations in the Fayetteville - North Carolina, US. This role is responsible for ensuring consistent, high-quality IT service delivery to internal employees and client accounts, supporting both on-site and work-from-home environments. The candidate should be open to travel to other eClerx locations and data centres as well.
The ideal candidate will bring strong leadership, operational excellence, and a customer-centric approach to managing a large-scale, 24x7 support operation within a BPO or technology services environment.
Key Responsibilities:
Strategic Leadership
- Develop and execute the IT End User Support strategy aligned with business and client delivery goals.
- Drive digital workplace initiatives to enhance employee productivity and collaboration.
- Establish and track KPIs for service delivery, ensuring compliance with SLAs and client requirements.
- Partner with global IT leaders to standardize tools, processes, and support models.
- Oversee daily operations of Service Desk, Desktop Support, and Support teams across different geographies and other onsite sites.
- Ensure 24x7 availability of IT support services, covering office-based and remote (WFH) users.
- Supervise incident, request, and escalation management through ITSM tools (e.g., ServiceNow, Jira , ServiceDesk).
- Manage asset lifecycle processes - procurement, deployment, maintenance, and retirement - in line with audit and compliance standards.
- Coordinate rollout of upgrades, migrations, and infrastructure changes with minimal business disruption.
- Enforce IT policies, security standards, and compliance with global client and internal audit requirements.
- Collaborate with Information Security and Compliance teams to ensure endpoint and data protection.
- Maintain accurate documentation of processes, access controls, and incident resolutions for audit readiness.
- Lead and mentor a diverse team of IT professionals supporting multiple business units and client accounts.
- Drive team engagement, performance reviews, and training programs to strengthen technical and soft skills.
- Manage vendor relationships for IT equipment, managed services, and third-party support providers.
- Forecast staffing and budget requirements based on projected client growth and new site expansions.
- Identify automation and self-service opportunities
- Regularly review user feedback and satisfaction scores to improve service experience.
- Evaluate new technologies to enhance remote support capabilities and endpoint management efficiency.
Education:
- Bachelor's degree in Information Technology, Computer Science, or related discipline (Master's degree preferred).
- Minimum 8 - 10 years of IT experience with at least 3 years in a leadership role managing large-scale end-user support or IT operations within a BPO, shared services, or technology company.
- Proven experience managing 24x7 IT operations across multiple delivery sites.
- Strong understanding of ITIL practices, endpoint management systems (e.g., Intune, SCCM), and ITSM platforms (e.g., ServiceNow).
- Familiarity with hybrid work setups and remote support environments.
- Experience working with global clients or multinational stakeholders preferred.
- ITIL Foundation / Intermediate
- PMP or equivalent project management certification
- Microsoft, Cisco, or other relevant technical certifications
- Strong leadership and stakeholder management skills.
- Excellent communication and problem-solving abilities.
- Deep understanding of ITES / BPO operational models and client-driven SLA requirements.
- Strategic planning and budgeting expertise.
- Adaptability to dynamic, high-volume operational environments.
- SLA and KPI adherence for IT service delivery.
- End-user satisfaction / Net Promoter Score (NPS).
- Incident resolution and first-call resolution rates.
- IT asset availability and lifecycle compliance.
- Employee engagement and attrition rates within IT Support teams.
- Audit compliance and zero major non-conformities.
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