Associate Process Manager – End User Support Group

JOB DESCRIPTION
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...