Norstella Looking for IT Support Manager at Noida, Uttar Pradesh, India

Norstella; Dadri; On-site; INR 6,00,000 - 12,00,000; Full time

Job summary

Join a forward-thinking company as an IT Support Manager, where you will lead a dynamic team dedicated to providing exceptional support. In this hybrid role, you will manage IT operations, ensuring smooth functioning across various locations in India and the Asia Pacific region. Your expertise will drive improvements in service delivery, problem management, and team coordination. This exciting opportunity allows you to work closely with internal stakeholders and third-party vendors, implementing innovative solutions that enhance user experience. If you are passionate about technology and thrive in a collaborative environment, this role is perfect for you.

Benefits

Health Insurance

Provident Fund

Life Insurance

Reimbursement of Certification Expenses

Gratuity

24×7 Health Desk

Qualifications

• 3+ years of experience in IT support management.
• Strong knowledge of Microsoft and Azure platforms.

Responsibilities

• Manage a team of IT Support Specialists across India.
• Provide advanced end-user support and coordinate IT services.

Skills

Microsoft Windows/macOS

Microsoft 365 Platform

Azure Platform

Service Desk Management

ITSM Tool (ServiceNow, Remedy)

MDM Platform Management

Process Improvement

Documentation Skills

Problem Management

Basic Network Troubleshooting

Education

Bachelor’s degree or higher

Tools

ServiceNow

Remedy

Jamf

Intune

Job description

Position: IT Support Manager

Location: India (Hybrid)

Experience: 3+ Years

Salary: Best in the Industry

Educational Qualification: Bachelor’s degree or higher

Domain: Preferably life-sciences / pharma

Other benefits: Health Insurance, Provident Fund, Life Insurance, Reimbursement of Certification Expenses, Gratuity, 24×7 Health Desk

Why Norstella? Norstella unites market-leading companies that all have a shared goal of improving patient access. Together, we help our clients:

1. Assess the market need and competitive landscape
2. Know precisely which drugs to prioritize in their portfolios
3. Find out where the launch difficulties will be—before they’re difficulties
4. Track and improve market access post-launch

The IT Ops team deploys and maintains systems, hardware, software, and technology for all business units.

SCOPE OF ROLE:

Working closely with the larger IT team, in this role as IT Support Manager you will work with the IT Helpdesk (Hybrid support team) and deliver exceptional support to our colleagues through the helpdesk. This role will manage regional IT Support Specialists, primarily within Norstella India. Reporting to the Director of IT Global Support, you will be responsible for managing issues and escalating where necessary.

These duties include but are not limited to:

1. Be local to one of the Norstella India physical office locations and available to travel to other Norstella India office locations as needed
2. Manage a small to mid-size group of regional IT Support Specialists
3. Coordinate IT support, including in-person and onsite support, across various India and Asia Pacific physical office locations
4. Provide and coordinate basic networking, cabling and similar in-person office support
5. Manage team workloads and be a point of contact and escalation point for the regional team
6. Provide metrics and other operational readouts to managers and other leadership as necessary
7. Coordinate and support all joiners and leavers regionally, with in-person support as necessary
8. Be responsible for the regional team’s maintenance and implementation of runbooks, automation and similar operational improvements
9. Provide advanced end user support, design and implement solutions based on team and end user feedback
10. Supporting integration projects and processes following corporate acquisitions
11. Help to train and be an escalation point for regional team members
12. Work closely with internal stakeholders and third-party vendors to complete projects and initiatives
13. Maintain a learning mindset while also adhering to standard processes and procedures
14. Identify and implement new technologies for the automation of manual tasks
15. Identify trends in common or recurring issues and offer suggestions for mitigation

You will ensure that your role is carried out through efficient time management and by providing a high level of quality. Good communication skills are critical, along with solid management and organization skills.

Relevant Skills and Experiences:

1. Microsoft Windows/macOS
2. Microsoft 365 Platform (Exchange, Teams, OneDrive, SharePoint, etc)
3. Azure Platform related to EUA/End User Compute (Azure AD, Azure Virtual Desktop, Intune, etc)
4. Service Desk Management and Coordination, ability to manage ticketing workloads for the team
5. Experience with using a service desk system (ITSM Tool) i.e. ServiceNow, Remedy
6. MDM Platform Management (Jamf/Intune)
7. Process Improvement and Automation
8. Create Detailed Documentation, Provide Clear and Effective Communication (Runbooks, Automation)
9. Able to deliver on and participate in projects and other initiatives
10. Problem management experience
11. Hardware setup and configuration
12. Software setup and troubleshooting
13. Basic network troubleshooting
14. Joiners and Leavers support

Our guiding principles for success at Norstella:

1. Bold, Passionate, Mission-First: We have a lofty mission to Smooth Access to Life Saving Therapies.
2. Integrity, Truth, Reality: We make promises that we can keep, and goals that push us to new heights.
3. Kindness, Empathy, Grace: We will empathize with everyone’s situation and provide positive feedback.
4. Resilience, Mettle, Perseverance: We will persevere – even in difficult situations.
5. Humility, Gratitude, Learning: We will be true learners by showing humility and gratitude in our work.