Technical Support Lead (India)

At Allucent™, we are dedicated to helping small-medium biopharmaceutical companies efficiently navigate the complex world of clinical trials to bring life-changing therapies to patients in need across the globe.

We are looking for a Technical Support Lead to join our A-team. As a Technical Support Lead at Allucent. You will be responsible for managing and coordinating the IT support team to ensure the delivery of high-quality technical support services. This role involves overseeing daily operations, resolving escalated issues, and implementing ITIL best practices for incident and problem management. The Team Lead will work closely with other departments to understand their technology needs and provide effective solutions. Strong technical expertise, leadership skills, and a commitment to continuous improvement are essential for success in this role.

In this role your key tasks will include:

• Oversee and manage the IT support team and resolve escalated IT support issues.
• Ensure compliance with ITIL guidelines and continuously improve IT service management processes
• Implement ITIL best practices for incident management, problem management, and change management.
• Identify and implement strategies to improve quality of service, productivity, and profitability.
• Develop and maintain a robust knowledge base to support incident resolution and problem management.
• Develop and implement customer service policies and procedures.
• Provide technical support and guidance to team members and other employees.
• Coordinate with other departments to understand their technology needs and implement solutions.
• Ensure adherence to IT best practices and maintain security protocols.
• Keep up to date with the latest technology trends and advise on potential improvements.
• Conduct regular team meetings, provide feedback, and ensure the continual development of team members.
• Assess customer feedback to enhance the provision of IT support.
• Manage IT support projects and ensure they are completed within the set deadlines.
• Prepare and present reports on the performance and activities of the IT support team.
• Should adhere to the polices and standard procedures of Allucent
• Contribute to other areas of business as required
• Office environment with ability to lift up to 25 pounds, if required
• Ability to inspire and guide the team towards achieving goals.
• Clearly convey information and instructions to team members and stakeholders.
• Prioritize tasks and manage time effectively to meet deadlines.
• Regularly assess team performance and provide constructive feedback.
• Stay updated with the latest technology trends and best practices in IT support.
• Provide training and mentorship to team members to enhance their skills and knowledge.
• Foster a culture of knowledge sharing within the team to improve overall performance
• Encourage and implement innovative solutions to improve IT support services.
• Maintain a strong technical foundation to guide and support the team effectively.
• Keep updated on industry trends and emerging technologies as applicable to Microsoft’s ecosystem.