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IT Support Manager

4 months ago

Noida, India Norstella Full time

Position IT Support Manager

Location India (Hybrid)

Experience 3+ Years

Salary Best in the Industry

Educational Qualification Bachelor's degree or higher

Domain Preferably life-sciences / pharma

Other benefits Health Insurance, Provident Fund, Life Insurance, Reimbursement of Certification Expenses, Gratuity, 24x7 Health Desk


Why Norstella? Norstella unites market-leading companies that all have a shared goal of improving patient access. Each organization (Evaluate, MMIT, Panalgo, Citeline and The Dedham Group) delivers must-have answers for critical strategic and commercial decision-making.

Together, we help our clients:

· Assess the market need and competitive landscape

· Know precisely which drugs to prioritize in their portfolios

· Find out where the launch difficulties will be—before they’re difficulties

· Track and improve market access post-launch

By combining the efforts of each organization under Norstella, we can offer an even wider breadth of expertise, cutting-edge data solutions and expert advisory services alongside advanced technologies such as real-world data, machine learning and predictive analytics. At Norstella, we don’t just deliver information and insights. We deliver answers you can act on.

The IT Ops team deploys and maintains systems, hardware, software, and technology for all business units.

SCOPE OF ROLE

Working closely with the larger IT team, in this role as IT Support Manager you will work with the IT Helpdesk (Hybrid support team) and deliver exceptional support to our colleagues through the helpdesk. The role requires a mix of onsite and remote support, so you will need to be local to and/or able to travel to one of the Norstella India offices up to 3 days a week. This role will manage regional IT Support Specialists, primarily within Norstella India. Reporting to the Director of IT Global Support, you will be responsible for managing issues and escalating where necessary.


These duties include but are not limited to:

· Be local to one of the Norstella India physical office locations and available to travel to other Norstella India office locations as needed

· Manage a small to mid-size group of regional IT Support Specialists

· Coordinate IT support, including in-person and onsite support, across various India and Asia Pacific physical office locations

· Provide and coordinate basic networking, cabling and similar in-person office support

· Manage team workloads and be a point of contact and escalation point for the regional team

· Provide metrics and other operational readouts to managers and other leadership as necessary

· Coordinate and support all joiners and leavers regionally, with in-person support as necessary

· Be responsible for the regional team’s maintenance and implementation or runbooks, automation and similar operational improvements

· Provide advanced end user support, design and implement solutions based on team and end user feedback.

· Supporting integration projects and processes following corporate acquisitions

· Help to train and be an escalation point for regional team members

· Work closely with internal stakeholders and third-party vendors to complete projects and initiatives

· Maintain a learning mindset while also adhering to standard processes and procedures

· Identify and implement new technologies for the automation of manual tasks

· Identify trends in common or recurring issues and offer suggestions for mitigation

You will ensure that your role is carried out through efficient time management and by providing a high level of quality. You are a confident individual, able work with the larger IT Support team and deliver a high quality service to our colleagues. Given that you will be working with colleagues directly, good communication skills are critical. Solid management and organization skills are also imperative.

Relevant Skills and Experiences

· Microsoft Windows/macOS

· Microsoft 365 Platform (Exchange, Teams, OneDrive, SharePoint, etc)

· Azure Platform related to EUA/End User Compute (Azure AD, Azure Virtual Desktop, Intune, etc)

· Service Desk Management and Coordination, ability to manage ticketing workloads for the team

· Experience with using a service desk system (ITSM Tool) i.e. ServiceNow, Remedy

· MDM Platform Management (Jamf/Intune)

· Process Improvement and Automation

· Create Detailed Documentation, Provide Clear and Effective Communication (Runbooks, Automation)

· Able to deliver on and participate in projects and other initiatives

· Problem management experience

· Hardware setup and configuration

· Software setup and troubleshooting

· Basic network troubleshooting

· Joiners and Leavers support


Our guiding principles for success at Norstella

01: Bold, Passionate, Mission-First

We have a lofty mission to Smooth Access to Life Saving Therapies and we will get there by being bold and passionate about the mission and our clients. Our clients and the mission in what we are trying to accomplish must be in the forefront of our minds in everything we do.

02: Integrity, Truth, Reality

We make promises that we can keep, and goals that push us to new heights. Our integrity offers us the opportunity to learn and improve by being honest about what works and what doesn’t. By being true to the data and producing realistic metrics, we are able to create plans and resources to achieve our goals.

03: Kindness, Empathy, Grace

We will empathize with everyone's situation, provide positive and constructive feedback with kindness, and accept opportunities for improvement with grace and gratitude. We use this principle across the organization to collaborate and build lines of open communication.

04: Resilience, Mettle, Perseverance

We will persevere – even in difficult and challenging situations. Our ability to recover from missteps and failures in a positive way will help us to be successful in our mission.

05: Humility, Gratitude, Learning

We will be true learners by showing humility and gratitude in our work. We recognize that the smartest person in the room is the one who is always listening, learning, and willing to shift their thinking.