Manager, Applications Support

Parexel; India; Remote; INR 2,800,000 - 4,200,000; Full time

Job summary

Parexel in India seeks an experienced Manager, Applications Support to lead a 24x7 global help desk team and drive service excellence across IT operations. You will resolve complex technical issues, mentor staff, and collaborate with cross-functional partners to improve performance, ticket resolution times, and customer satisfaction in a regulated clinical research environment.

The role emphasizes leadership, process improvement, and hands-on support across browser- and client-based

Qualifications

• Bachelor's or master's degree required.
• 9+ years of experience in help desk operations, technical support, or IT customer service.
• Experience supporting complex browser-based applications and client applications.
• Strong knowledge of Microsoft Office applications.
• Excellent verbal and written communication with technical and non-technical users.
• Thorough knowledge of helpdesk operations, IT best practices, and customer service standards.
• Strong leadership and ability to manage and motivate team members.
• Experience managing 24x7 operational support environments.

Responsibilities

• 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 staff, and escalate issues to other resources timely and effectively.
• Analyze customer problems of high complexity, assess impact, identify resolution options, and take action to resolve issues.
• Gather detailed information regarding problems that cannot be resolved at tier 1 level and assign to qualified professionals.
• Provide technical troubleshooting and root cause analysis to identify underlying issues and implement sustainable solutions.
• Document tickets with detailed information in the tracking system.
• Ensure service requests unresolved by the help desk are routed to the appropriate support team.
• Create positive working relationships among team members to improve performance.
• Develop strategies to tackle issues and maintain backup plans for effective resolution.
• Communicate with users and help desk analysts to resolve incidents with software and systems.
• Assess team performance, identify development opportunities, and support continuous improvement.

Skills

Leadership

Problem-solving

Customer service

Communication

Time management

Team collaboration

Education

Bachelor's / master's degree

Tools

Microsoft Office

Ticketing systems

Knowledge management platforms

Job description

About Parexel

Parexel is a leading global clinical development partner delivering insights-driven clinical and consulting solutions to the life sciences industry. With 22,000+ employees worldwide, we partner with biopharmaceutical companies and research sites to design and deliver patient-focused clinical trials that broaden access and make research a care option for anyone, anywhere.

We work with focus, agility, and shared purpose -- moving with urgency to address patient needs and accelerate the delivery of new therapies. We embrace bold thinking, adapt quickly to change, and continually raise the bar for the speed and quality of clinical research. We are expanding our team and seeking talented individuals to help drive industry leading innovation, With Heart(R).

About the Role

We are seeking a Manager, Applications Support to join our team. As a manager, you will oversee help desk operations and lead a team dedicated to delivering exceptional customer service and technical support. This position plays a key role in ensuring team performance, maintaining service quality standards, and driving continuous improvement in customer satisfaction. You will collaborate with team members and cross-functional partners, follow industry best practices in the industry, and contribute to operational excellence across all support functions. Responsibilities include resolving complex technical issues, managing team performance, and implementing strategies to enhance service delivery.

You will join a fast-paced, growth-oriented environment focused on making a meaningful impact through effective team leadership, customer-focused problem solving, and operational excellence. With diverse teams and continuous learning opportunities, the Manager, Applications Support can explore career paths and expand skills across technical support and team management.

Key Responsibilities

• 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 in conjunction with help desk staff, and escalat issues to other resources timely and effectively when necessary
• Analyze customer problems of high complexity, assess scope of impact, identify resolution options, and take action to resolve issues according to defined service levels
• Gather detailed information regarding problems that cannot be resolved at tier 1 level and assign them to appropriately qualified professionals
• Provide technical troubleshooting and root cause analysis to identify underlying issues and implement sustainable solutions
• Collect information from callers and ensure that tickets are promptly and accurately documented in the tracking system
• Ensure that service requests that cannot be resolved by the help desk are properly routed to the appropriate support team
• Create positive working relationships amongst help desk team members to ensure smooth workflow and improve overall team performance
• Develop multiple strategies to tackle issues and maintain backup plans to ensure effective problem resolution
• Communicate directly with users and help desk analysts to resolve customer incidents with software and systems
• Assess team performance, identify development opportunities, and support continuous improvement in service delivery

You’ll thrive in this role if you bring:

• Strengths in leadership, problem-solving, and customer service
• Experience working in technical support, IT operations, or a regulated environment
• The ability to collaborate across teams and communicate clearly with technical and non-technical users
• A 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

Required Qualifications

• 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

Preferred Qualifications

• Experience managing technical support teams or help desk operations
• Familiarity with ITIL frameworks or IT service management methodologies
• Experience with ticketing systems and knowledge management platforms

We believe in flexibility, growth, and creating space for people to do their best work. Join us and be part of a team where your contributions help shape the future of clinical research.

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