Senior Manager of Tech Support (R1015324) in Boston, MA at IQVIA™

Date Posted: 11/10/2018

Job Snapshot

Job Description

Job Summary

This position will be responsible for developing policies and processes, training staff, and responding to and prioritizing customer issues. This will require the integration of multiple help desk processes across the organization. Additionally, the role is responsible for reporting to management and customers on performance and service level targets.

Summary of Essential Job Functions

  • Ensure maximum satisfaction with the delivery of a high quality service across our product suite
  • Integrate multiple product helpdesks, as required, to provide a seamless user experience interacting with the helpdesk
  • Develop, maintain, document and train staff on incident response work flows
  • Develop, maintain and document the process to triage incoming tickets
  • Work closely with the first-line helpdesk staff by providing a framework within which to escalate requests and Level 2  issues
  • Conduct semi-regular reviews of the use of the incident response process
  • Participate in resolution of high severity or major incidents through decision making and activity sign off
  • Monitor effectiveness of day to day support
  • Report to senior managers on any issue that could significantly impact the business
  • Deliver and develop performance and service level reports internally, and to customers, where required
  • Develop and plan a program of continuous improvement.


  • Customer Focus
  • Service Management
  • Conflict management
  • Delivery Focus
  • Knowledge and Expertise of self-service Products and Services

Supervisory Responsibilities

  • This position does not have responsibility for managing people. 

Minimum Experience Requirements

  • Bachelors in a Business or Technical field
  • 2 to 3 years of prior experience in Technical Support or a related fieldTertiary qualifications in a Technical field (or equivalent)
  • Experience in, and ideally, leading a service desk environment, preferably focused on delivering SaaS products

Skill Requirements

  • Experience working with industry best practice methodologies such as ITIL
  • Detail oriented
  • Excellent collaboration and communication skills including presentation and listening skills with the ability to present
  • Outstanding problem resolution skills with an ability to look at solutions in unconventional ways to identify opportunities to innovate
  • Proven track record in handling multiple tasks and projects simultaneously, prioritizing workload effectively, and thriving in a dynamic and complex environment

Job ID: R1015324