Associate Process Manager-IT

eClerx•Fayetteville, NC

About The Position

This position is responsible for overseeing IT Help Desk and Desktop Support operations to ensure high-quality technical support, efficient service delivery, and exceptional customer experience. This role provides leadership, technical guidance, and process improvement initiatives to support organizational IT needs.

Requirements

Bachelor’s degree in computer engineering, Computer Science, Information Technology, or a related IT discipline.
Minimum of 2–3 years of experience in IT support or help desk operations.
Solid knowledge of IT systems, hardware, and software, including installation, configuration, maintenance, and troubleshooting.
Strong technical documentation skills with the ability to clearly document issues, resolutions, and procedures.
Strong time management and project coordination skills.
Excellent verbal and written communication skills with fluency in English.
Ability to adapt to changing work schedules and operational demands.
Proven problem analysis and incident resolution skills.
Strong customer service orientation with a focus on user satisfaction.
Highly organized with consistent follow-through on commitments.
Strong analytical, decision-making, and problem-solving abilities.

Nice To Haves

ITIL, CompTIA A+, or Security+ certification is a strong advantage.
Experience supporting IT operations in a call center or high-volume service environment is preferred.

Responsibilities

Build and maintain effective working relationships with internal departments, teams, and stakeholders.
Provide leadership, direction, and supervision to the Desktop Support / IT Support team.
Assign, prioritize, and manage workloads while setting clear expectations aligned with organizational goals.
Oversee daily desktop support operations, ensuring timely resolution of incidents and excellent customer service.
Deliver expert-level technical support, training, and mentoring to desktop support staff on network systems and emerging technologies.
Analyze desktop and end-user issues, identify root causes, implement solutions, and escalate complex cases to senior IT personnel (e.g., Senior Network Administrator, Senior Systems Administrator) as needed.
Respond promptly to high-priority incidents, support troubleshooting efforts, and minimize system downtime and business impact.
Ensure Service Level Agreements (SLAs) are clearly communicated, understood, and consistently met by the IT support team.
Monitor, evaluate, and document IT Help Desk performance to ensure compliance with company policies, procedures, and standards.
Lead continuous improvement initiatives to enhance the efficiency, effectiveness, and quality of IT support services.