IT Senior Manager

2 days ago

Ayala Alabang, National Capital Region, Philippines eClerx Full time

Responsibilities:

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 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.
  • Develop and execute the IT End User Support strategy aligned with business and client delivery goals.
  • 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).
  • Lead and mentor 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 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.
  • 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.
  • 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.

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