The Associate Manager role is essential for maintaining efficient tech support operations across the Service Desk and NOC. This position focuses on swift issue resolution and proactive problem prevention. Key responsibilities include prioritizing critical tasks and ensuring clear communication across the organization.

The role also involves monitoring team performance, driving continuous improvement initiatives, supporting staff development, and ensuring compliance with internal policies and security standards. Overall, this position is vital for aligning IT services with business needs, balancing daily operations with strategic planning. The goal is to provide reliable technology support, enable smooth business operations, and minimize disruptions.

Key Roles and Responsibilities:

• Queue management

• Auditing calls, chats, and tickets, and sharing feedback

• Stakeholder management

• Handling escalations

• Driving major incidents

• Managing performance reviews for 15 direct reports

• Connecting with technical teams to streamline processes

• Maintaining network uptime

• Performing on-call duties during weekends

• Creating shift rosters and making ad hoc changes efficiently

Essential Function

This role requires a skilled, independent, creative smart person who is familiar with the use of process management tools, techniques, with ITSD & NOC best practices. Should be flexible and willing to work in rotational shift. The ideal candidate will be assertive, efficient, and capable of working with multiple clients in a fast-paced environment. The successful candidate will have the ability to plan, set goals, prioritize, and manage ITSD & NOC teams Supporting Parexel users and clients along with performing complex mission critical tasks simultaneously while maintaining an organized work environment.

Relationships

Reports To- Senior Manager/Director – Enterprise IT Infrastructure

Directly Supervises- ITSD & NOC Staff

Provides Work Direction to- ITSD & NOC Staff

Works Closely with- PAREXEL IT Teams (IT Infrastructure/IT Applications/IT Operations/GDM/Stake Holders)

External Relationships- N/A

Key Accountabilities

• Excellent leadership qualities

• Demonstrated history of successfully leading teams

• Excellent skills in developing processes and procedures

• Excellent oral communication skills (fluent English speaker)

• Excellent writing and presentation skills

• 6 - 8 years of IT experience in IT Infrastructure/IT Operations/ITSD/NOC.

• 4 - 6 years of people management experience

• Attend and provide input to Service Desk Tool technical meetings

• Act as a shift leader; creating and maintaining daily staffing schedules for all shifts

• Perform quality checks of agent tickets, calls and chat transcripts to provide feedback for improvements

• Provide input to employees’ PMDs

• Follow up with end-user service-related issues

• Develop and maintain Service Desk metrics

• Develop and provide training in new systems and processes for the Service Desk staff

• Liaise with peers at other regional service desk(s), maintaining a regular meeting schedule

• Second level escalation within the Service Desk for user and technical issues

• Lead technology or process changes in the group

• Additional projects or tasks assigned by Management.

• Experience providing superior customer service.

• Experience with network monitoring reporting software.

• High energy and enthusiasm

• High attention to detail

• Must be a self-starter, highly motivated and possess a strong work ethic

• Flexible and able to function in a “hands-on" environment

• Positive and professional image

• Experience with external clients and managing a network operations center preferred

Skills

• Min of 10 years of hands-on experience in a ITSD & NOC environment.

• Open minded and ready to learn and absorb things.

• Experience in working with Incident / Problem / Change management team

• Ability to handle multiple tasks concurrently.

• Experience with enterprise monitoring tools such as QRadar / Orion-Solarwinds

• Basic understanding of routing, routing protocols, layer 2 switches, firewalls, VPN and Network security concepts.

• Windows 2008/2012 knowledge, understanding of active directory, knowledge of Unix/Linux.

• Experience with MPLS, Frame Relay, T1/T3 links, and DSL

• Strong verbal and written communication skills required. Ability to effectively communicate with all levels of personnel.