Information Technology End User Support Group

Position Summary:

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.