Process Manager

Process Manager, IT - End User Support

Position Overview

• Lead and manage IT support projects from initiation through completion
• Oversee end-user support service delivery and IT infrastructure maintenance
• Coordinate between IT team, end-users, and senior management

Key Responsibilities

• Plan and execute IT projects with defined scope, timeline, and budget
• Manage end-user support ticketing system and SLAs
• Identify, prioritize, and resolve IT service requests and incidents
• Allocate resources efficiently across support teams
• Conduct regular status meetings with stakeholders
• Document project requirements, changes, and outcomes
• Implement process improvements to enhance support quality
• Monitor team productivity and performance metrics

Technical Competencies

• Understanding of IT infrastructure (networks, servers, cloud services)
• Familiarity with Help Desk ticketing systems and ITSM tools
• Knowledge of Windows, Mac, and Linux environments
• Basic understanding of enterprise software application