Assistant Manager - IT Support

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.

• 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.

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 6-9 years of IT support/service desk experience, with at least 3–5 years in a leadership/managerial role.
• Exposure to compliance and audit frameworks (ISO 27001, HIPAA preferred).