Associate Process Manager-IT

Job Summary

This position is responsible for overseeing IT Help Desk and Desktop Support operations to ensure high-quality technical support, efficient service delivery, and exceptional customer experience. This role provides leadership, technical guidance, and process improvement initiatives to support organizational IT needs.

• Build and maintain effective working relationships with internal departments, teams, and stakeholders.
• Provide leadership, direction, and supervision to the Desktop Support / IT Support team.
• Assign, prioritize, and manage workloads while setting clear expectations aligned with organizational goals.
• Oversee daily desktop support operations, ensuring timely resolution of incidents and excellent customer service.
• Deliver expert-level technical support, training, and mentoring to desktop support staff on network systems and emerging technologies.
• Analyze desktop and end‑user issues, identify root causes, implement solutions, and elevate complex cases to senior IT personnel as needed.
• Respond promptly to high‑priority incidents, support troubleshooting efforts, and minimize system downtime and business impact.
• Ensure Service Level Agreements (SLAs) are clearly communicated, understood, and consistently met by the IT support team.
• Monitor, evaluate, and document IT Help Desk performance to ensure compliance with company policies, procedures, and standards.
• Lead continuous improvement initiatives to enhance the efficiency, effectiveness, and quality of IT support services.

• Bachelor’s degree in computer engineering, Computer Science, Information Technology, or a related IT discipline.
• Minimum of 2–3 years of experience in IT support or help desk operations.
• ITIL, CompTIA A+, or Security+ certification is a strong advantage.
• Solid knowledge of IT systems, hardware, and software, including installation, configuration, maintenance, and troubleshooting.
• Experience supporting IT operations in a call center or high‑volume service environment is preferred.
• Strong technical documentation skills with the ability to clearly document issues, resolutions, and procedures.

• Strong time management and project coordination skills.
• Excellent verbal and written communication skills with fluency in English.
• Ability to adapt to changing work schedules and operational demands.
• Proven problem analysis and incident resolution skills.
• Strong customer service orientation with a focus on user satisfaction.
• Highly organized with consistent follow‑through on commitments.
• Strong analytical, decision‑making, and problem‑solving abilities.

Pay Rate: $20 phr/Full‑time