Applications Support Manager

🔥 2 hours ago

🇮🇳 India – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Parexel

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1983

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 Venture Round on 1990-01

Consulting • Healthcare • Logistics

Parexel is one of the world's largest clinical research organizations (CROs), providing comprehensive services for the clinical development process from Phase I to IV. The company specializes in portfolio management, clinical trial management, regulatory strategy, market access, and lifecycle management for biopharmaceuticals. Parexel aims to speed life-changing medicines to market by leveraging its clinical, regulatory, and therapeutic expertise. With a global team of over 21,000 professionals, Parexel works to integrate patient insights and innovative trial designs to develop treatments across therapeutic areas such as oncology, neuroscience, rare diseases, and more. It focuses on delivering patient-centric and efficient clinical trials.

📋 Description

• Lead and manage 24x7 operational support team operations across shifts, including holidays and weekends, ensuring consistent service delivery and team accountability • Resolve complex user problems independently or with help desk staff, escalating issues to other resources when necessary • Analyze high-complexity customer problems, assess impact, identify resolution options, and resolve issues according to defined service levels • Gather detailed information about tier 1 unresolved problems and assign them to appropriately qualified professionals • Provide technical troubleshooting and root cause analysis and implement sustainable solutions • Collect caller information and ensure tickets are promptly and accurately documented in the tracking system • Route unresolved service requests to the appropriate support team • Build positive working relationships among help desk team members to improve workflow and team performance • Develop issue-resolution strategies and backup plans • Communicate with users and help desk analysts to resolve software and systems incidents • Assess team performance, identify development opportunities, and support continuous improvement in service delivery • Collaborate with cross-functional partners and contribute to operational excellence across support functions

🎯 Requirements

• Bachelor's / master's degree is required • 9+ years of experience in help desk operations, technical support, or IT customer service • Demonstrated experience supporting complex browser-based applications and client applications • Strong knowledge of Microsoft Office applications • Solid problem-solving skills with the ability to immediately research, diagnose, and implement effective solutions • Excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical users at all levels • Thorough knowledge of helpdesk operations, IT best practices, industry trends, and customer service standards • Strong leadership skills and ability to manage and motivate team members • Experience managing 24x7 operational support environments • Experience working in technical support, IT operations, or a regulated environment • Ability to collaborate across teams and communicate clearly with technical and non-technical users • Customer-focused mindset and strong attention to detail • Comfort working with helpdesk systems, ticketing platforms, and browser-based applications • Time management skills and analytical capabilities to prioritize and resolve issues effectively • Preferred: experience managing technical support teams or help desk operations • Preferred: familiarity with ITIL frameworks or IT service management methodologies • Preferred: experience with ticketing systems and knowledge management platforms

🏖️ Benefits

• Flexibility • Growth opportunities • Continuous learning opportunities • Career paths and opportunities to expand skills across technical support and team management