End User Support Manager

Summary:Leads project teams and partners with other functional departments to identify business needs and create solutions for external clients and internal customers. Works with cross-departmental teams to ensure that project deadlines are met and output quality consistently meets or exceeds predetermined team and departmental goals. Accountable for the performance and results of a team within own discipline or function.Role & Responsibilities:  •        Responsible for managing and IT staff including but not limited to interviewing, hiring, and training employees; planning, assigning, and directing work; administering salary; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. •        Adapts departmental plans and priorities to address resource and operational challenges. •        Interfaces with clients and/or internal departments to discover, examine, identify, quantify and qualify their business needs. •        Develops and implements project and conversion plans that deliver IT solutions. Prepares data and process models and performs quality reviews and testing. •        Promotes process improvement steps within team (tracks, sets measures, analyzes, and outlines implementation plans). •        Develops, implements, and maintains policies, procedures, and training materials. •        May manage vendors and contractors for products and services. •        Accountable for the performance and results of a team within own discipline or function. •        Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties. •        Perform other duties as assigned by management. Qualification & Skills requirements: •        Six or more years of previous IT/related experience required. •        Two or more years of experience in a technical lead or supervisory capacity required. Knowledge, Skills, Abilities & Other Characteristics:  •        Proficient personal computer skills including Microsoft Office. •        Excellent interpersonal, written, and oral communication skills. •        Ability to prioritize and organize work in a multitasked environment. •        Ability to adapt to a flexible schedule. Ability to maintain the highest level of confidentiality. Position Scope: •        Supervisory/Management Responsibility: Supervises IT team(s) in one or more locations. •        Relationships: o  Internal – Executives, Sr. Management, Department Managers and Supervisors, Network End Users. o  External – Internet Service Providers, Vendors, Clients

ABOUT ALORICA PHILIPPINESAlorica is a leading provider of Business Process Outsourcing solutions that span the entire customer lifecycle.Here’s the deal – we think serving clients is awesome. And that’s why, when it comes down to it, we really only do one thing – we make lives better…one interaction at a time.THE PHILIPPINES – OUTSTANDING OUTSOURCINGThe Philippines has consistently proven to be an exceptional location for the outsourcing industry. High proficiency in English, an educated workforce, robust and reliable technology infrastructure and lower operational costs all contribute to the nation’s reputation as a market leader.THE ALORICA PHILIPPINES FOOTPRINT30,500 employees. 17 sites. 12 cities. Three regions.INDUSTRIES WE LOVE. INDUSTRIES WE SERVE.Automotive | Technology | Healthcare & Insurance | Retail & E-Commerce | Financial Services | Media & Entertainment | Travel & Transportation