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ProcDNA
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Assistant Manager - IT Support

Assistant Manager - IT Support

ProcDNA

6 years

0 Lacs

gurugram haryana india

Posted:4 days ago| Platform:

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Skills Required

support consulting design cutting analytics technology learning epic leadership troubleshooting service software networks azure management planning collaboration patching monitoring aws drive report compliance security audits risk escalation procurement contracts licensing forecast networking servicenow jira communication audit

Work Mode

On-site

Job Type

Full Time

Job Description

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 3–5 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

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Assistant Manager - IT Support