Manager, Applications Support

Accountabilities: Lead and manage 24/7 help desk and technical support operations across multiple shifts, including weekends and public holidays, ensuring consistent service delivery and team accountability. Oversee the resolution of complex technical issues, independently troubleshooting problems or coordinating with help desk analysts and specialized support teams as required. Analyze high-priority and complex customer incidents, assess their impact, identify appropriate resolution strategies, and ensure issues are addressed within established service-level agreements (SLAs). Ensure unresolved Tier 1 incidents are thoroughly investigated, accurately documented, and assigned to appropriately qualified technical professionals for further resolution. Conduct technical troubleshooting and root cause analysis to identify underlying issues, implement sustainable solutions, and reduce recurring incidents. Maintain accurate and timely documentation of customer interactions, incident details, troubleshooting steps, and resolutions within ticketing and tracking systems. Ensure service requests and incidents are routed efficiently to the appropriate teams, with clear communication and effective follow-up throughout the resolution process. Foster strong working relationships across the help desk team and with cross-functional stakeholders to improve collaboration, knowledge sharing, and operational efficiency. Develop and implement troubleshooting strategies, contingency plans, and alternative resolution approaches to minimize service disruptions. Communicate effectively with end users and support analysts to resolve software, browser-based application, and system-related incidents. Monitor team performance, assess service quality, identify skills gaps, and provide coaching and development opportunities to strengthen technical capabilities. Drive continuous improvement initiatives across support processes, customer service practices, knowledge management, and operational performance. Ensure support activities align with established IT best practices, service management standards, and applicable organizational procedures. Requirements A bachelor's or master's degree in a relevant discipline is required. At least 9 years of experience in help desk operations, technical support, IT operations, or IT customer service. Demonstrated experience supporting complex browser-based applications and client applications in a professional technical support environment. Strong working knowledge of Microsoft Office applications and the ability to troubleshoot common application-related issues. Extensive understanding of help desk operations, IT support best practices, customer service standards, and relevant industry trends. Proven experience managing or coordinating 24/7 operational support environments, including shift coverage, service continuity, and incident prioritization. Strong technical troubleshooting and analytical skills, with the ability to research problems quickly, diagnose root causes, evaluate alternatives, and implement effective solutions. Excellent written and verbal communication skills, including the ability to explain technical issues clearly to users and stakeholders with varying levels of technical expertise. Demonstrated leadership and team management capabilities, including motivating employees, managing performance, providing constructive feedback, and supporting professional development. Strong customer service orientation, attention to detail, and commitment to delivering a positive user experience. Excellent organizational and time management skills, with the ability to prioritize competing demands and manage incidents according to urgency and business impact. Familiarity with help desk ticketing systems, incident tracking platforms, and knowledge management tools. Preferred: Experience managing technical support teams or help desk operations. Preferred: Familiarity with ITIL frameworks, IT service management methodologies, and structured incident management processes. Preferred: Experience with ticketing systems and knowledge management platforms. Benefits Flexible work environment: A workplace that emphasizes flexibility and supports employees in delivering their best work. Career development: Opportunities to expand technical expertise, strengthen leadership capabilities, and explore career paths in IT support and operations. Learning opportunities: Exposure to evolving technologies, industry best practices, and continuous improvement initiatives. Leadership experience: The opportunity to lead a technical support team, develop talent, and influence service delivery standards. Meaningful impact: The chance to contribute to reliable technology operations supporting healthcare and clinical research activities. Collaborative culture: Opportunities to work with diverse teams and cross-functional stakeholders in a growth-oriented environment. Professional growth: The opportunity to improve operational processes, implement sustainable solutions, and contribute to long-term service excellence.