About ProcDNA
ProcDNA is a global rocket ship in life sciences consulting. We fuse design thinking with cutting-edge tech to create game-changing Commercial Analytics and Technology solutions for our clients. We're a passionate team of 200+ across 6 offices, all growing and learning together since our launch during the pandemic. Here, you won't be stuck in a cubicle - you'll be out in the open water, shaping the future with brilliant minds. Ready to join our epic growth journey
What We Are Looking For
We are seeking an experienced
Assistant Manager- IT Support who combines strong technical expertise with leadership capability. This role will be responsible for managing end-user support, overseeing IT operations, and ensuring high availability of systems and services. The ideal candidate will be hands-on with troubleshooting while also driving process improvements, managing a team of support engineers, and partnering with business stakeholders.
Responsibilities- End-User IT Support & Service Delivery
- Provide advanced technical support for hardware, software, networks, and enterprise tools (O365, Azure AD, etc.).
- Oversee incident, problem, and change management processes with timely resolution of escalated issues.
- Ensure IT service delivery meets agreed SLAs and provides a positive user experience.
- Team Leadership & People Management
- Manage workload distribution, shift planning, and performance reviews.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Infrastructure & Operations Oversight
- Manage IT assets, patching, monitoring, and system health checks.
- Coordinate with cloud/infrastructure teams to ensure smooth operations across O365, AWS, and Azure.
- Drive business continuity and disaster recovery planning for IT support functions.
- Process & Policy Management
- Develop IT support policies, knowledge base articles, and SOPs.
- Track and report KPIs, providing insights for service improvement.
- Ensure compliance with IT security policies, audits (ISO 27001, HIPAA, etc.), and risk management standards.
- Stakeholder & Vendor Management
- Act as the escalation point for IT support issues raised by business teams.
- Partner with vendors for procurement, support contracts, and licensing renewals.
- Work with leadership to forecast IT support budgets and resource requirements.
Skills & Competencies
- Strong expertise in IT support, end-user computing, O365, Windows/Mac environments, and networking fundamentals.
- Experience with ITSM tools (ServiceNow, Jira, Remedy, etc.) for ticket and SLA management.
- Excellent problem-solving, decision-making, and escalation management skills.
- Strong interpersonal and communication skills to engage with stakeholders and lead a support team.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or related field.
- 6-9 years of IT support/service desk experience, with at least 35 years in a leadership/managerial role.
- Exposure to compliance and audit frameworks (ISO 27001, HIPAA preferred).
Skills: leadership,team management,task assignment,technical support,infrastructure services,microsoft office 365
