Applications Support Lead – 24/7 Operations

Parexel; United States; Remote; USD 90,000 - 140,000; Full time

Job summary

Parexel is seeking a Manager, Applications Support to oversee a 24x7 help desk and lead a team delivering exceptional technical support and customer service. The role focuses on performance, service quality, and continuous improvement across support functions.

You will collaborate with cross-functional partners, resolve complex issues, and drive operational excellence in a fast-paced, growth-oriented environment with opportunities for career development within clinical research tech.

Qualifications

• Bachelor’s or Master’s degree required or equivalent experience.
• 9+ years of experience in help desk ops, technical support, or IT customer service.
• Experience supporting complex browser-based and client applications.
• Strong knowledge of Microsoft Office applications.
• Excellent verbal and written communication with varied technical audiences.
• Thorough knowledge of helpdesk ops, IT best practices, and customer service standards.
• Strong leadership and ability to motivate a team.
• Experience managing 24x7 operational support environments.

Responsibilities

• Lead 24x7 operational support team across shifts and holidays.
• Resolve complex user problems; escalate when needed.
• Analyze high-complexity customer problems and define resolutions.
• Gather detailed problem information and assign to qualified pros.
• Provide troubleshooting and root-cause analysis for sustainable fixes.
• Document tickets accurately in the tracking system.
• Route service requests to appropriate support teams.

Skills

Leadership

Problem-Solving

Customer Service

Team Collaboration

Time Management

Analytical Thinking

Communication

Help Desk Tools

Education

Bachelor’s or Master’s degree in a related field

Tools

Ticketing Systems

ITIL

Knowledge Management Platforms

Microsoft Office

Job description

Parexel is seeking a Manager, Applications Support to oversee a 24x7 help desk and lead a team delivering exceptional technical support and customer service. The role focuses on performance, service quality, and continuous improvement across support functions.

You will collaborate with cross-functional partners, resolve complex issues, and drive operational excellence in a fast-paced, growth-oriented environment with opportunities for career development within clinical research tech.