Manager, Applications Support

About Parexel

Parexel is a leading global clinical development partner delivering insights-driven clinical and consulting solutions to the life sciences industry. With 22,000+ employees worldwide, we partner with biopharmaceutical companies and research sites to design and deliver patient-focused clinical trials that broaden access and make research a care option for anyone, anywhere.

We work with focus, agility, and shared purpose -- moving with urgency to address patient needs and accelerate the delivery of new therapies. We embrace bold thinking, adapt quickly to change, and continually raise the bar for the speed and quality of clinical research. We are expanding our team and seeking talented individuals to help drive industry leading innovation, With Heart(R).

About the Role

We are seeking a Manager, Applications Support to join our team. As a manager, you will oversee help desk operations and lead a team dedicated to delivering exceptional customer service and technical support. This position plays a key role in ensuring team performance, maintaining service quality standards, and driving continuous improvement in customer satisfaction. You will collaborate with team members and cross-functional partners, follow industry best practices in the industry, and contribute to operational excellence across all support functions. Responsibilities include resolving complex technical issues, managing team performance, and implementing strategies to enhance service delivery.

You will join a fast-paced, growth-oriented environment focused on making a meaningful impact through effective team leadership, customer-focused problem solving, and operational excellence. With diverse teams and continuous learning opportunities, the Manager, Applications Support can explore career paths and expand skills across technical support and team management.

Key Responsibilities

Lead and manage 24x7 operational support team operations across shifts, including holidays and weekends, ensuring consistent service delivery and team accountability

Resolve complex user problems independently or in conjunction with help desk staff, and escalate issues to other resources timely and effectively when necessary

Analyze customer problems of high complexity, assess scope of impact, identify resolution options, and take action to resolve issues according to defined service levels

Gather detailed information regarding problems that cannot be resolved at tier 1 level and assign them to appropriately qualified professionals

Provide technical troubleshooting and root cause analysis to identify underlying issues and implement sustainable solutions

Collect information from callers and ensure that tickets are promptly and accurately documented in the tracking system

Ensure that service requests that cannot be resolved by the help desk are properly routed to the appropriate support team

Create positive working relationships amongst help desk team members to ensure smooth workflow and improve overall team performance

Develop multiple strategies to tackle issues and maintain backup plans to ensure effective problem resolution

Communicate directly with users and help desk analysts to resolve customer incidents with software and systems

Assess team performance, identify development opportunities, and support continuous improvement in service delivery

You'll thrive in this role if you bring:

Strengths in leadership, problem-solving, and customer service

Experience working in technical support, IT operations, or a regulated environment

The ability to collaborate across teams and communicate clearly with technical and non-technical users

A customer-focused mindset and strong attention to detail

Comfort working with helpdesk systems, ticketing platforms, and browser-based applications

Time management skills and analytical capabilities to prioritize and resolve issues effectively

Required Qualifications

Bachelor's / master's degree is required

9+ years of experience in help desk operations, technical support, or IT customer service

Demonstrated experience supporting complex browser-based applications and client applications

Strong knowledge of Microsoft Office applications

Solid problem-solving skills with the ability to immediately research, diagnose, and implement effective solutions

Excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical users at all levels

Thorough knowledge of helpdesk operations, IT best practices, industry trends, and customer service standards

Strong leadership skills and ability to manage and motivate team members

Experience managing 24x7 operational support environments

Preferred Qualifications

Experience managing technical support teams or help desk operations

Familiarity with ITIL frameworks or IT service management methodologies

Experience with ticketing systems and knowledge management platforms

We believe in flexibility, growth, and creating space for people to do their best work. Join us and be part of a team where your contributions help shape the future of clinical research.

If this job doesn't sound like the next step in your career, but perhaps you know of someone who'd be perfect fit, send them the link to apply! 

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