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 managementAuditing calls, chats, and tickets, and sharing feedbackStakeholder managementHandling escalationsDriving major incidentsManaging performance reviews for 15 direct reportsConnecting with technical teams to streamline processesMaintaining network uptimePerforming on-call duties during weekendsCreating 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 teamsExcellent skills in developing processes and proceduresExcellent oral communication skills (fluent English speaker)Excellent writing and presentation skills6 - 8 years of IT experience in IT Infrastructure/IT Operations/ITSD/NOC.4 - 6 years of people management experienceAttend and provide input to Service Desk Tool technical meetingsAct as a shift leader; creating and maintaining daily staffing schedules for all shiftsPerform quality checks of agent tickets, calls and chat transcripts to provide feedback for improvementsProvide input to employees’ PMDsFollow up with end-user service-related issuesDevelop and maintain Service Desk metricsDevelop and provide training in new systems and processes for the Service Desk staffLiaise with peers at other regional service desk(s), maintaining a regular meeting scheduleSecond level escalation within the Service Desk for user and technical issuesLead technology or process changes in the groupAdditional projects or tasks assigned by Management.Experience providing superior customer service.Experience with network monitoring reporting software.High energy and enthusiasmHigh attention to detailMust be a self-starter, highly motivated and possess a strong work ethicFlexible and able to function in a “hands-on" environmentPositive and professional imageExperience 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 teamAbility to handle multiple tasks concurrently.Experience with enterprise monitoring tools such as QRadar / Orion-SolarwindsBasic 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 DSLStrong verbal and written communication skills required. Ability to effectively communicate with all levels of personnel.