eClerx is looking for a Team Lead – End User Support Group, who is responsible for leading and managing end-user technology support operations. This role ensures consistent, high-quality IT service delivery to internal employees and client accounts, supporting both on-site and work-from-home environments. The candidate demonstrates operational excellence and a strong customer-centric approach, with proven experience managing large-scale, 24x7 support operations within a BPO or technology services environment.
Key Responsibilities:
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 monitor KPIs for service delivery to ensure compliance with SLAs and client requirements.
- Partner with global IT leaders to standardize tools, processes, and support models.
Operational Excellence
- Oversee daily operations of Service Desk, Desktop Support, and other support teams across multiple geographies and sites.
- Ensure 24x7 availability of IT support services for both office-based and remote (WFH) users.
- Manage incident, request, and escalation processes using ITSM tools (e.g., ServiceNow, Jira Service Desk).
- Oversee asset lifecycle management, including procurement, deployment, maintenance, and retirement, in compliance with audit standards.
- Coordinate system upgrades, migrations, and infrastructure changes with minimal business disruption.
Governance, Security & Compliance
- Enforce IT policies and security standards, and ensure compliance with client and internal audit requirements.
- Collaborate with Information Security and Compliance teams to ensure endpoint and data protection.
- Maintain accurate documentation of processes, access controls, and incident resolutions to support audit readiness.
People & Vendor Management
- Lead, mentor, and develop a diverse team of IT professionals supporting multiple business units and client accounts.
- Drive team engagement through performance management, coaching, and training initiatives.
- Manage vendor relationships for IT equipment, managed services, and third-party providers.
- Forecast staffing and budget requirements based on business growth and site expansion plans.
Innovation & Continuous Improvement
- Identify opportunities for automation and self-service to improve efficiency.
- Analyze user feedback and satisfaction metrics to enhance the service experience.
- Evaluate and implement new technologies to improve remote support and endpoint management capabilities.
Skills and Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 8–10 years of IT experience, with at least 2 years in a leadership role managing large-scale end-user support or IT operations within a BPO, shared services, or technology environment.
- Proven experience managing 24x7 IT operations across multiple delivery sites.
- Strong knowledge of ITIL practices, endpoint management tools (e.g., Intune, SCCM), and ITSM platforms (e.g., ServiceNow).
- Experience supporting hybrid work environments and remote support models.
- Exposure to global clients or multinational stakeholders is preferred.
Preferred Certifications:
- ITIL Foundation or Intermediate
- PMP or equivalent project management certification
- Microsoft, Cisco, or other relevant technical certifications
If interested, please send your updated CV/Resume to [Confidential Information]
