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Senior Process Manager

3 weeks ago

Fayetteville, NC, United States eClercx Full time
Job Description

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.
Operational Excellence
  • 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.
Governance, Security & Compliance
  • 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.
People & Vendor Management
  • 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.
Innovation & Continuous Improvement
  • 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.
Qualifications:

Education:
  • Bachelor's degree in Information Technology, Computer Science, or related discipline (Master's degree preferred).
Experience:
  • 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.
Certifications (Preferred):
  • ITIL Foundation / Intermediate
  • PMP or equivalent project management certification
  • Microsoft, Cisco, or other relevant technical certifications
Core Competencies:
  • 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.
Key Performance Indicators (KPIs):
  • 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.