IT End User Support – Senior Manager

About the Role

We are urgently seeking a Senior Manager for IT End User Support to oversee and drive IT support operations across our QC and BGC sites. This leadership role is ideal for someone with strong technical skills in Microsoft and Linux environments, who thrives in a BPO/Call Center setting, and who can lead cross-functional teams and manage IT infrastructure and asset operations efficiently.

Job Responsibilities:

• Lead and manage end-user IT support operations across multiple sites (QC and BGC).
   
• Ensure effective resolution of user issues, equipment support, and remote tools management.
   
• Manage asset tracking, contracts, maintenance agreements, and vendor coordination.
   
• Supervise the administration of tools such as Azure Virtual Desktop, Intune, SCCM, and endpoint security solutions.
   
• Oversee ITSM processes using platforms like ServiceNow; ensure adherence to ITIL frameworks.
   
• Collaborate with infrastructure, network, and telephony teams to support IT operations holistically.
   
• Drive service improvements and ensure alignment with organizational goals and SLAs.

Required Skills:

• 5+ years of experience in IT support management, preferably in a BPO/Call Center environment.
   
• Strong hands-on experience with Microsoft Windows and Linux systems.
   
• Technical proficiency with Azure Virtual Desktop, Intune, SCCM, and endpoint protection.
   
• Solid knowledge in IT infrastructure, including systems, networking, and telephony support.
   
• Experience in IT asset management, including handling vendor contracts and support agreements.
   
• Familiarity with ITSM tools like ServiceNow and good grasp of ITIL processes.
   
• Excellent leadership, communication, and organizational skills.