Senior Program Manager - End User Support

This position is responsible for overseeing and managing the end-user computing environment, ensuring all desktop systems and support services are reliable, secure and responsive to business needs. The role requires strong leadership, technical proficiency and ability to collaborate with IT infrastructure, network, and service desk teams to ensure seamless support for voice systems, applications, and tools essential for call center operations.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 5+ years of experience in leadership or managerial role leading IT support teams in BPO / Call Center environments.
• Experience in IT Infrastructure / End User Support / Asset Management, including managing contracts and maintenance agreements.
• Knowledge of IT infrastructure support (Systems, Network, Telephony, etc.)
• Knowledge of Microsoft Windows and/or Linux Environment, Desktop/Laptop/Thin Client, Remote Tools, ITSM platforms such as ServiceNow or equivalent.
• Understand ITIL concepts and framework.
• Strong interpersonal skills to build partnerships with stakeholders and peers.
• Strong verbal and written communication skills with ability to communicate clearly and concisely with internal and external customers, peers, vendors and executive leadership.
• Excellent analytical and problem-solving skills.

Benefits

• Competitive Total Rewards Package
• Target variable incentives
• Medical Plan (HMO) from Day 1 of employment with free dependents
• Life insurance
• Paid Time-Off Benefits
• Sick Leave Conversion
• Night Differential offered
• Employee Referral Program
• All Mandatory Statutory Benefits