[Hiring] Manager, Applications Support @Parexel

Role Description

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
• 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.

Qualifications

• 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

Requirements

• 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

Benefits

• Flexibility, growth, and creating space for people to do their best work