Senior Process Manager - End User Support Group

eClerx Career Site•Fayetteville, NC

About The Position

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.

Requirements

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.
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.

Nice To Haves

Master’s degree preferred
ITIL Foundation / Intermediate
PMP or equivalent project management certification
Microsoft, Cisco, or other relevant technical certifications

Responsibilities

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.