eClerx · 4 hours ago
Senior Process Manager - End User Support Group
235 N McPherson Church Rd, Fayetteville, NC, 28303, US
Full-time
Hybrid
Senior Level, Lead/Staff
8+ years expeClerx is seeking a Senior Process Manager for their End User Support Group to lead and manage technology support operations. This role is responsible for ensuring high-quality IT service delivery to internal employees and client accounts, supporting both on-site and remote environments.
AccountingAnalyticsContentDigital MarketingFinancial Services
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
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or related discipline
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
Preferred
Master's degree
Experience working with global clients or multinational stakeholders
ITIL Foundation / Intermediate
PMP or equivalent project management certification
Microsoft, Cisco, or other relevant technical certifications
Company
eClerx
eClerx offers digital marketing, creative and content production, market intelligence, financial support, and accounting services.
10001+ employees
H1B Sponsorship
eClerx has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2024 (7)
2023 (10)
2022 (10)
2021 (9)
2020 (17)
Funding
Current Stage
Public CompanyTotal Funding
$436.53MKey Investors
Peak XV Partners
2010-03-10Post Ipo Equity· $6.53M
2009-08-14Post Ipo Secondary· $430M
2007-12-31IPO
Leadership Team
Kapil Jain
MD & CEO
Anjan Malik
Co-founder and Director
Recent News
Business Standard India
2025-12-17
Company data provided by crunchbase