Information Technology End User Support Group at eClerx Career Site

Fayetteville, North Carolina, United States -

Full Time

Start Date

Immediate

Expiry Date

11 Apr, 26

Salary

0.0

Posted On

11 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Operational Excellence, Customer-Centric Approach, ITIL Practices, Endpoint Management, ITSM Platforms, Incident Management, Asset Lifecycle Management, Governance, Security Standards, Vendor Management, Automation, User Feedback Analysis, Project Management, Technical Skills, Soft Skills

Industry

IT Services and IT Consulting

Description

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 LeadershipDevelop 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 ExcellenceOversee 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 & ComplianceEnforce 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 ManagementLead 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 ImprovementIdentify automation and self-service opportunitiesRegularly 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 / IntermediatePMP or equivalent project management certificationMicrosoft, Cisco, or other relevant technical certificationsCore 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.

Responsibilities

The Senior Process Manager will lead end-user technology support operations, ensuring high-quality IT service delivery. Responsibilities include overseeing daily operations, managing incident and request processes, and driving digital workplace initiatives.