IT Support Manager

Austin, Texas, United States | Technology | Full-time

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IT Support Manager

  

About SubjectWell 
SubjectWell is a venture-backed technology company on an unstoppable mission to disrupt the antiquated $100 billion-dollar clinical trial patient recruitment sector. Almost all clinical trials fall behind schedule, leaving patients unable to access the most promising treatments and pharmaceutical and biotech companies unable to quickly carry their innovations to market. SubjectWell was founded by two entrepreneurs on their third successful startup, to unlock the potential of a true marketplace for clinical trials. We leverage proven data science and performance marketing techniques to hit a hard reset to the massive patient recruitment challenge that sits at the critical nexus of speeding delivery of the best therapeutics to the world. 

Here's your chance to really make a difference, both in your career and in the lives of millions. 

  

About the position 

 SubjectWell is focused on providing world class end-user support and empowering employees with best-in-class technical resources. Our technology team is growing at SubjectWell ,and we are looking to add an IT Support Manager to the organization. This individual will oversee IT support for our foreign offices and will be responsible for developing and coordinating a support structure, monitoring all activities and implementing projects as needed. 

The role of the IT Support Manager within the organization is to ultimately identify and bring forth technology infrastructure and solutions. This role serves as the Project / Support Manager for activities and acts as liaison between the operational and technical sides of the organization, identifying needs and coordinating activity with internal and external teams.   The IT Support Manager is responsible for providing IT systems management and support services that enable the growth of the company and plays an integral part in working with operational teams on how to efficiently utilize technology in supporting the business. 

This is an individual contributor position overseeing complex projects and managing productivity of contract employees, reporting directly to the Vice President of Technology. 

 

Responsibilities 

  • Bring creativity, strategic thinking and pragmatism coupled with an awesome “can-do” attitude and the passion and energy to solve problems and deliver high-quality results 
  • Responsible for overseeing day-to-day activities of support desk operations to ensure users and business teams receive the support they require 
  • Responsible for conducting periodic reviews with teams as well as weekly and monthly status reports to key stakeholders 
  • Set high standards for issue handling, escalation and problem management for our foreign workforce 
  • Recognize inefficiency and drive process improvement to enhance the productivity of all foreign employees 
  • Work closely with technology team to plan for the support of new tools and services and improve the level of support provided for existing ones 
  • Responsible for building relationships with key stakeholders, re-structuring of support desk/business processes, ticket delegation and incident management 
  • Champion support processes and ticket system training across the company. 
  • Manage and assign projects in Jira and 3rd Party ticket systems. 
  • Track ticket data and generate reports on the help desk performance. 
  • Manages the incident queue so that IT support issues are driven to closure 
  • Gather and analyze metrics to benchmark the workload/performance and identify trends in IT issues  
  • Ensure that all policies and procedures for communication and escalation of incidents and issues are followed, and that the IT team is up to date with industry standard policies and protocols  
  • Define and maintain a comprehensive root cause analysis and apply appropriate solutions 
  • Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems 
  • Develop and publish KPIs surrounding the support organization 
  • Lead several weekly meetings to maintain project timelines and deliverables 

 

Qualifications 

  • 3 to 5+ years' experience in IT support, preferably in a lead role 
  • Strong written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to a variety of audiences 
  • Background in technical troubleshooting and strong analytical skills 
  • Established time and project management skills with the ability to lead multiple projects simultaneously  
  • Proven ability to operate in dynamic fast paced situations, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism 
  • Experience communicating cross-functionally and across management levels in formal and informal settings  
  • Experience in making data-driven decisions  
  • SBS in Computer Science, related field, or 5+ years of industry experience 
  • Experience with ticket management systems 
  • Experience with Agile methodology using Jira 
  • Experience with performance and/or security testing 
  • Technical experience in the following a plus: Windows Domain Controllers, Windows Group Policies, Office 365 Administration, System Imaging, VPN Administration, IP Telephony 

 

Benefits 

  • Fully paid Medical, Dental, and Vision Benefits for employee and immediate family  
  • 401(k) with 3% employer contribution  
  • Company stock options 
  • Flex PTO 
  • Casual office