IT Support Lead

MedPharm Ltd; Guildford; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading contract services provider in Guildford is seeking an experienced IT Support Lead to manage complex systems and provide exceptional customer service. The successful candidate will administer Chromatography Data Systems, ensure compliance with data integrity, and manage relationships with external vendors. This full-time position requires strong organizational skills and the ability to work in a collaborative environment. Competitive salary and comprehensive benefits included.

Benefits

Competitive salary

Annual leave plus bank holidays

Company pension contributions

Private medical insurance

Life assurance and income protection

Employee assistance programme

Discounted gym membership

Regular social events and company activities

Qualifications

• Demonstrable related work experience required.
• Ability to work independently and collaboratively, with proven mentoring and coaching experience.
• High level of confidentiality and interpersonal effectiveness.

Responsibilities

• Administer Chromatography Data Systems (CDS) such as Empower.
• Support and configure lab-specific systems.
• Provide leadership and direction to team members.
• Provide troubleshooting for hardware, software, and enterprise applications.
• Monitor and maintain server hardware.

Skills

Strong organizational skills

Communication skills

Detail-oriented

Mentoring experience

Education

College diploma or Bachelor’s degree in a relevant field

Tools

Chromatography Data Systems (CDS)

Empower

Active Directory

Citrix

Veeam

Hyper-V

Job description

Position Summary

MedPharm is the world’s leading contract provider of topical and transdermal product design and development services, with clients across the globe. We are seeking an experienced IT Support Lead to join our Information Technology team and deliver exceptional customer service both locally and remotely. This is a full‑time, permanent role based in Guildford, with regular collaboration with our US facility in North Carolina.

Essential Functions

• Administer Chromatography Data Systems (CDS) such as Empower, including user account management, backup, and archiving.
• Support and configure lab‑specific systems, including Empower and LAC/E.
• Collaborate with QA and laboratory teams to ensure data integrity and compliance with audit trail requirements.
• Coordinate with vendors for system upgrades, patches, and service‑level agreements.
• Implement and maintain validated states for computerized systems in compliance with GxP, Part 11, and EU Annex 11.
• Develop and execute validation protocols for IT systems and lab informatics platforms.
• Support internal and external audits, addressing any findings promptly and effectively.
• Maintain documentation for IT processes, validation activities, and change control procedures.
• Manage system configurations, custom fields, and integration with laboratory instruments.
• Provide leadership and daily direction to team members, ensuring timely ticket resolution.
• Provide desk‑side, phone, and ticket‑based troubleshooting for hardware, software, and enterprise applications.
• Maintain and repair desktops, laptops, and related peripherals.
• Monitor and maintain server hardware; configure virtualization platforms (e.g., Hyper‑V) and manage backup solutions (e.g., Veeam).
• Ensure Microsoft updates are installed on non‑managed servers.
• Participate in special projects and on‑call duty rotation as required.
• Administer Active Directory: create/disable accounts, maintain structure, and manage distribution/security groups.
• Use remote‑control tools to resolve desktop issues.
• Configure Citrix servers and manage NAS devices (Synology, QNAP) for backups.
• Manage relationships with external service providers and vendors for IT and lab systems.

Education and Experience

• College diploma or Bachelor’s degree in a relevant field preferred.
• Demonstrable related work experience required.

Knowledge, Skills, and Abilities

• Professional, detail‑oriented, and self‑motivated with strong organizational and communication skills.
• Ability to work independently and collaboratively, with proven mentoring and coaching experience.
• Ability to work in a global organization.
• High level of confidentiality and interpersonal effectiveness.

Travel Requirements

N/A

Benefits

• Competitive salary and comprehensive benefits package, including:
• Annual leave plus bank holidays
• Company pension contributions
• Private medical insurance or health cash plan
• Life assurance and income protection schemes
• Employee assistance programme
• Discounted gym membership at Surrey Sports Park
• Regular social events and company activities

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Limitations and Disclaimer

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position. All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow job‑related instructions and to perform other job‑related duties requested by their supervisor in compliance with Federal and State Laws. Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform the job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently.