Technical Support Lead (India)

At Allucent™, we are dedicated to helping small-medium biopharmaceutical companies efficiently navigate the complex world of clinical trials to bring life-changing therapies to patients in need across the globe.

Strong technical expertise, leadership skills, and a commitment to continuous improvement are essential for success in this role.

In this role your key tasks will include:

• Oversee and manage the IT support team and resolve escalated IT support issues.
• Ensure compliance with ITIL guidelines and continuously improve IT service management processes
• Implement ITIL best practices for incident management, problem management, and change management.
• Identify and implement strategies to improve quality of service, productivity, and profitability.
• Develop and maintain a robust knowledge base to support incident resolution and problem management.
• Develop and implement customer service policies and procedures.
• Provide technical support and guidance to team members and other employees.
• Coordinate with other departments to understand their technology needs and implement solutions.
• Ensure adherence to IT best practices and maintain security protocols.
• Keep up to date with the latest technology trends and advise on potential improvements.
• Conduct regular team meetings, provide feedback, and ensure the continual development of team members.
• Assess customer feedback to enhance the provision of IT support.
• Manage IT support projects and ensure they are completed within the set deadlines.
• Prepare and present reports on the performance and activities of the IT support team.
• Should adhere to the polices and standard procedures of Allucent
• Contribute to other areas of business as required
• Office environment with ability to lift up to 25 pounds, if required
• Ability to inspire and guide the team towards achieving goals.
• Clearly convey information and instructions to team members and stakeholders.
• Prioritize tasks and manage time effectively to meet deadlines.
• Regularly assess team performance and provide constructive feedback.
• Stay updated with the latest technology trends and best practices in IT support.
• Provide training and mentorship to team members to enhance their skills and knowledge.
• Foster a culture of knowledge sharing within the team to improve overall performance
• Encourage and implement innovative solutions to improve IT support services.
• Maintain a strong technical foundation to guide and support the team effectively.
• Keep updated on industry trends and emerging technologies as applicable to Microsoft’s ecosystem.

Requirements

To be successful you will possess:

• Bachelor's Degree: In Computer Science, Information Technology, or a related field and 10+ years’ experience supporting Microsoft Office 365 desktop technologies and Business Applications; including Teams, SharePoint, Exchange
• Proven experience in an IT support role, with at least 3-5 years in a leadership position.
• Certification in One or more computer-related technologies eg ITIL
• Strong understanding of Box and other storage platforms
• Proficiency in supporting Microsoft Intune / Endpoint Management (mobile and desktop)
• Proficiency in IT systems, networks, software, and hardware.
• Identity Management – Active Directory, Azure AD, and MFA
• Able to prioritize and execute tasks in a fast-paced environment.
• Proven analytical and creative problem-solving abilities.
• Strong interpersonal skills with the ability to manage multiple assignments and tasks; achieve deadlines and work in a fast-paced office environment.
• Excellent verbal and written communication skills.
• Ability to provide exceptional customer service and support.
• Strong organizational and time management skills.
• Ability to adapt to changing technology and business needs.
• Must be able to manage and keep confidential client and human resources information, company information, and materials.
• Strong knowledge of Windows desktop platforms
• Strong leadership and team management skills
• Strong written and verbal communication skills including good command of the English language
• Representative, outgoing and client-focused.
• Able to prioritize and execute tasks in a fast-paced environment
• Strong interpersonal skills with the ability to manage multiple assignments and tasks with ability to assist others and troubleshoot problems