IT Operations & User Support Lead — US Site

IBSA USA; Parsippany-Troy Hills (NJ); On-site; USD 65,000 - 90,000; Full time

Job summary

IBSA USA in Parsippany-Troy Hills seeks an Information Technology Support Specialist to serve as the primary technology representative for the US affiliate, ensuring efficient IT service delivery, operational continuity, and alignment with ET&T standards.

You will coordinate local IT activities, support business users, manage relationships with local IT service providers, and act as the interface between US operations and corporate Strategy, Infrastructure, Applications, Service Desk, Data

Qualifications

• 3–5 years of experience in IT Operations, Service Desk, Infrastructure Support, or End User Services roles.
• Experience with external IT service providers or managed services partners is preferred.
• Exposure to regulated industries such as pharma, healthcare, medical devices, or manufacturing is a plus.

Responsibilities

• Act as the primary IT contact for US employees and manage first/second level issues through a structured ticketing flow.
• Provide hands-on support for hardware, software, mobility, collaboration, and workplace technologies.
• Coordinate incident and service request resolution and monitor user satisfaction.
• Support onboarding, role changes and offboarding according to HQ ET&T processes; assist users with IT solutions.
• Coordinate with HQ ET&T and external vendors; escalate complex issues as needed.
• Support SAP-related incidents, changes, and testing with HQ SAP teams and QA/IS functions.

Skills

IT Operations

Service Desk

End User Services

Infrastructure Support

Stakeholder Management

SAP

Education

Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Information Systems, or related field

Tools

Microsoft 365

SAP

Ticketing System

Job description

IBSA USA in Parsippany-Troy Hills seeks an Information Technology Support Specialist to serve as the primary technology representative for the US affiliate, ensuring efficient IT service delivery, operational continuity, and alignment with ET&T standards.

You will coordinate local IT activities, support business users, manage relationships with local IT service providers, and act as the interface between US operations and corporate Strategy, Infrastructure, Applications, Service Desk, Data