Associate Process Manager – End User Support Group

TITLE: Associate Process Manager – Technology Services

RANK: Associate Process Manager

Reporting to: Associate Program Manager – Technology Services

Duties and Responsibilities

The Associate Process Manager – End User Support Group will lead and manage end-user technology support operations in the Manila – Philippines location. 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 operational excellence, and a customer-centric approach to managing a large-scale, 24x7 support operation within a BPO or technology services environment.

Strategic Leadership

• 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