When our values align, there's no limit to what we can achieve.
At Parexel, we all share the same goal - to improve the world's health. From clinical trials to regulatory, consulting, and market access, every clinical development solution we provide is underpinned by something special - a deep conviction in what we do.
Each of us, no matter what we do at Parexel, contributes to the development of a therapy that ultimately will benefit a patient. We take our work personally, we do it with empathy and we're committed to making a difference.
The Associate Manager role is essential for maintaining efficient tech support operations across the Service Desk and NOC. This position focuses on swift issue resolution and proactive problem prevention. Key responsibilities include prioritizing critical tasks and ensuring clear communication across the organization.
The role also involves monitoring team performance, driving continuous improvement initiatives, supporting staff development, and ensuring compliance with internal policies and security standards. Overall, this position is vital for aligning IT services with business needs, balancing daily operations with strategic planning. The goal is to provide reliable technological support, enable smooth business operations, and minimize disruptions.
Key Roles and Responsibilities:
Queue management
Auditing calls, chats, and tickets, and sharing feedback
Stakeholder management
Handling escalations
Driving major incidents
Managing performance reviews for 15 direct reports
Connecting with technical teams to streamline processes
Maintaining network uptime
Performing on-call duties during weekends
Creating shift rosters and making ad hoc changes efficiently
Essential Function
This role requires a skilled, independent, creative smart person who is familiar with the use of process management tools, techniques, with ITSD & NOC best practices. Should be flexible and willing to work in rotational shift. The ideal candidate will be assertive, efficient, and capable of working with multiple clients in a fast-paced environment. The successful candidate will have the ability to plan, set goals, prioritize, and manage ITSD & NOC teams Supporting Parexel users and clients along with performing complex mission critical tasks simultaneously while maintaining an organized work environment.
Key Accountabilities
Excellent leadership qualities
Demonstrated history of successfully leading teams
Excellent skills in developing processes and procedures
Excellent oral communication skills (fluent English speaker)
Excellent writing and presentation skills
6 - 8 years of IT experience in IT Infrastructure/IT Operations/ITSD/NOC.
4 - 6 years of people management experience
Attend and provide input to Service Desk Tool technical meetings
Act as a shift leader; creating and maintaining daily staffing schedules for all shifts
Perform quality checks of agent tickets, calls and chat transcripts to provide feedback for improvements
Provide input to employees’ PMDs
Follow up with end-user service-related issues
Develop and maintain Service Desk metrics
Develop and provide training in new systems and processes for the Service Desk staff
Liaise with peers at other regional service desk(s), maintaining a regular meeting schedule
Second level escalation within the Service Desk for user and technical issues
Lead technology or process changes in the group
Additional projects or tasks assigned by Management.
Experience providing superior customer service.
Experience with network monitoring reporting software.
High energy and enthusiasm
High attention to detail
Must be a self-starter, highly motivated and possess a strong work ethic
Flexible and able to function in a “hands-on" environment
Positive and professional image
Experience with external clients and managing a network operations center preferred
Skills
Min of 10 years of hands-on experience in a ITSD & NOC environment.
Open minded and ready to learn and absorb things.
Experience in working with Incident / Problem / Change management team
Ability to handle multiple tasks concurrently.
Experience with enterprise monitoring tools such as QRadar / Orion-Solarwinds.
Basic understanding of routing, routing protocols, layer 2 switches, firewalls, VPN and Network security concepts.
Windows 2008/2012 knowledge, understanding of active directory, knowledge of Unix/Linux.
Experience with MPLS, Frame Relay, T1/T3 links, and DSL
Strong verbal and written communication skills required. Ability to effectively communicate with all levels of personnel.
Top Skills
What We Do
Parexel is among the world’s largest clinical research organizations (CROs), providing the full range of Phase I to IV clinical development services to help life-saving treatments reach patients faster. Leveraging the breadth of our clinical, regulatory and therapeutic expertise, our team of more than 21,000 global professionals collaborates with biopharmaceutical leaders, emerging innovators and sites to design and deliver clinical trials with patients in mind, increasing access and participation to make clinical research a care option for anyone, anywhere. Our depth of industry knowledge and strong track record gained over the past 40 years is moving the industry forward and advancing clinical research in healthcare’s most complex areas, while our innovation ecosystem offers the best solutions to make every phase of the clinical trial process more efficient. With the people, insight and focus on operational excellence, we work With HeartTM every day to treat patients with dignity and continuously learn from their experiences, so every trial makes a difference. For more information, visit parexel.com.
Community Guidelines
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