IT Helpdesk Supervisor

17 hours ago

Navi Mumbai Maharashtra, India Medpace, Inc. Full time

Job Summary:
Due to our continued growth, we are seeking a qualified Helpdesk Supervisor to fill a vital role in our IT Support Team.

Responsibilities:

- Responsible for day-to-day operations including end user technical support;
- Acts as a point of escalation for helpdesk associates regarding policy, procedures, and customer service interactions requiring supervisor intervention;
- Trains, coaches, and mentor's other helpdesk associates to achieve team and department goals;
- Proactively identifies training opportunities and provide recommended solutions to enhance the overall interaction of inbound caller experience;
- Performs high quality and timely solutions and exhibits initiative with completing assignments and making improvements to the Help Desk service processess;
- Provides reports, analysis, feedback, and other recommendations for improving customer service/experience and optimize operational efficiencies;
- Maintains professionalism in interactions with all coworkers, colleagues, and end users.

Qualifications:

- Minimum 5 years of industry experience;
- In depth knowledge of PC hardware and general operating system components;
- Has excellent interpersonal skills interacting with end users, team members, and executive leadership teams;
- Highly effective problem-solver with the ability to quickly acknowledge when issues should be escalated;
- Familiarity with creating reports on operational SLA and using analytics to optimize operational efficiency; and
- Displays good relationship skills to be a role model for the team.

Medpace Overview:
Medpace is a full-service clinical contract research organization (CRO). We provide Phase I-IV clinical development services to the biotechnology, pharmaceutical and medical device industries. Our mission is to accelerate the global development of safe and effective medical therapeutics through its scientific and disciplined approach. We leverage local regulatory and therapeutic expertise across all major areas including oncology, cardiology, metabolic disease, endocrinology, central nervous system, anti-viral and anti-infective. Headquartered in Cincinnati, Ohio, employing more than 5,000 people across almost 40 countries.

Why Medpace?:
People. Purpose. Passion. Make a Difference Tomorrow. Join Us Today.

The work we’ve done over the past 30+ years has positively impacted the lives of countless patients and families who face hundreds of diseases across all key therapeutic areas. The work we do today will improve the lives of people living with illness and disease in the future.

**Medpace Perks**
- Hybrid work-from-home options (dependent upon position and level)
- Competitive PTO packages
- Company-sponsored employee appreciation events
- Employee health and wellness initiatives
- Flexible work schedule
- Competitive compensation and benefits package
- Structured career paths with opportunities for professional growth

**Awards**
- Recognized by Forbes as one of America's Most Successful Midsize Companies in 2021, 2022, 2023 and 2024
- Continually recognized with CRO Leadership Awards from Life Science Leader magazine based on expertise, quality, capabilities, reliability, and compatibility

**What to Expect Next**

A Medpace team member will review your qualifications and, if interested, you will be contacted with details for next steps.

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