IT Senior Manager

4 days ago


Muntinlupa, Philippines eClerx Full time

eClerx, Muntinlupa City, National Capital Region, Philippines Process Manager @ eClerx | Recruitment Strategy, Implementation Responsibilities Ensuring consistent, high-quality IT service delivery to internal employees and client accounts, supporting both on-site and work-from-home environments. Developing and executing the IT End User Support strategy aligned with business and client delivery goals. Overseeing daily operations of Service Desk, Desktop Support, and Support teams across different geographies and onsite sites. Ensuring 24x7 availability of IT support services, covering office-based and remote (WFH) users. Supervising incident, request, and escalation management through ITSM tools (e.g., ServiceNow, Jira, ServiceDesk). Leading and mentoring a diverse team of IT professionals supporting multiple business units and client accounts. Qualifications Bachelor’s degree in Information Technology, Computer Science, or related discipline (Master’s degree preferred). Minimum 8-10 years of IT experience with at least 5 years in a leadership role managing large-scale end‑user support or IT operations within a BPO, shared services, or technology company. 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 / Intermediate, PMP or equivalent project‑management certification, Microsoft, Cisco, or other relevant technical certifications. Strong leadership and stakeholder management skills. Excellent communication and problem‑solving abilities. Deep understanding of ITES/BPO operational models and client‑driven SLA requirements. Seniority level Mid-Senior level Employment type Full-time Job function Information Technology Industries IT Services and IT Consulting, Business Consulting and Services, and Technology, Information and Media #J-18808-Ljbffr



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