Team Leader , Technical Support (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.

We are looking for a Technical Support Lead to join our A-team. As a Technical Support Lead at Allucent you will be responsible for managing and coordinating the IT support team to ensure the delivery of high-quality technical support services. This role involves overseeing daily operations, resolving escalated issues, and implementing ITIL best practices for incident and problem management. The Team Lead will work closely with other departments to understand their technology needs and provide effective solutions. 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 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.

Benefits

Benefits of working at Allucent include:

• Comprehensive benefits package per location
• Competitive salaries per location
• Departmental Study/Training Budget for furthering professional development
• Flexible Working hours (within reason)
• Leadership and mentoring opportunities
• Participation in our enriching Buddy Program as a new or existing employee
• Internal growth opportunities and career progression
• Financially rewarding internal employee referral program
• Access to online soft-skills and technical training via GoodHabitz and internal platforms
• Eligibility for our Spot Bonus Award Program in recognition of going above and beyond on projects
• Eligibility for our Loyalty Award Program in recognition of loyalty and commitment of longstanding employees

Disclaimers:

“The Allucent Talent Acquisition team manages the recruitment and employment process for Allucent (US) LLC and its affiliates (collectively “Allucent”). Allucent does not accept unsolicited resumes from third-party recruiters or uninvited requests for collaboration on any of our open roles. Unsolicited resumes sent to Allucent employees will not obligate Allucent to the future employment of those individuals or potential remuneration to any third-party recruitment agency. Candidates should never be submitted directly to our hiring managers, employees, or human resources.”