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.
About Parexel
Parexel is a leading global clinical development partner delivering insights-driven clinical and consulting solutions to the life sciences industry. With 22,000+ employees worldwide, we partner with biopharmaceutical companies and research sites to design and deliver patient-focused clinical trials that broaden access and make research a care option for anyone, anywhere.
We work with focus, agility, and shared purpose -- moving with urgency to address patient needs and accelerate the delivery of new therapies. We embrace bold thinking, adapt quickly to change, and continually raise the bar for the speed and quality of clinical research. We are expanding our team and seeking talented individuals to help drive industry leading innovation, With Heart(R).
About the Role
We are seeking a Manager, Applications Support to join our team. As a manager, you will oversee help desk operations and lead a team dedicated to delivering exceptional customer service and technical support. This position plays a key role in ensuring team performance, maintaining service quality standards, and driving continuous improvement in customer satisfaction. You will collaborate with team members and cross-functional partners, follow industry best practices in the industry, and contribute to operational excellence across all support functions. Responsibilities include resolving complex technical issues, managing team performance, and implementing strategies to enhance service delivery.
You will join a fast-paced, growth-oriented environment focused on making a meaningful impact through effective team leadership, customer-focused problem solving, and operational excellence. With diverse teams and continuous learning opportunities, the Manager, Applications Support can explore career paths and expand skills across technical support and team management.
Key Responsibilities
- Lead and manage 24x7 operational support team operations across shifts, including holidays and weekends, ensuring consistent service delivery and team accountability
- Resolve complex user problems independently or in conjunction with help desk staff, and escalate issues to other resources timely and effectively when necessary
- Analyze customer problems of high complexity, assess scope of impact, identify resolution options, and take action to resolve issues according to defined service levels
- Gather detailed information regarding problems that cannot be resolved at tier 1 level and assign them to appropriately qualified professionals
- Provide technical troubleshooting and root cause analysis to identify underlying issues and implement sustainable solutions
- Collect information from callers and ensure that tickets are promptly and accurately documented in the tracking system
- Ensure that service requests that cannot be resolved by the help desk are properly routed to the appropriate support team
- Create positive working relationships amongst help desk team members to ensure smooth workflow and improve overall team performance
- Develop multiple strategies to tackle issues and maintain backup plans to ensure effective problem resolution
- Communicate directly with users and help desk analysts to resolve customer incidents with software and systems
- Assess team performance, identify development opportunities, and support continuous improvement in service delivery
You'll thrive in this role if you bring:
- Strengths in leadership, problem-solving, and customer service
- Experience working in technical support, IT operations, or a regulated environment
- The ability to collaborate across teams and communicate clearly with technical and non-technical users
- A customer-focused mindset and strong attention to detail
- Comfort working with helpdesk systems, ticketing platforms, and browser-based applications
- Time management skills and analytical capabilities to prioritize and resolve issues effectively
Required Qualifications
- Bachelor's / master's degree is required
- 9+ years of experience in help desk operations, technical support, or IT customer service
- Demonstrated experience supporting complex browser-based applications and client applications
- Strong knowledge of Microsoft Office applications
- Solid problem-solving skills with the ability to immediately research, diagnose, and implement effective solutions
- Excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical users at all levels
- Thorough knowledge of helpdesk operations, IT best practices, industry trends, and customer service standards
- Strong leadership skills and ability to manage and motivate team members
- Experience managing 24x7 operational support environments
Preferred Qualifications
- Experience managing technical support teams or help desk operations
- Familiarity with ITIL frameworks or IT service management methodologies
- Experience with ticketing systems and knowledge management platforms
We believe in flexibility, growth, and creating space for people to do their best work. Join us and be part of a team where your contributions help shape the future of clinical research.
If this job doesn't sound like the next step in your career, but perhaps you know of someone who'd be perfect fit, send them the link to apply!
Skills Required
- Bachelor's or master's degree
- 9+ years of experience in help desk operations, technical support, or IT customer service
- Experience supporting complex browser-based applications and client applications
- Strong knowledge of Microsoft Office applications
- Strong problem-solving skills, including researching, diagnosing, and implementing solutions
- Excellent verbal and written communication skills with technical and non-technical users
- Thorough knowledge of helpdesk operations, IT best practices, industry trends, and customer service standards
- Strong leadership skills and ability to manage and motivate team members
- Experience managing 24/7 operational support environments
- Experience managing technical support teams or help desk operations
- Familiarity with ITIL frameworks or IT service management methodologies
- Experience with ticketing systems and knowledge management platforms
Parexel Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Parexel and has not been reviewed or approved by Parexel.
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Healthcare Strength — Health coverage is described as comprehensive, including medical, dental, vision, HSA/FSA options, and company-paid disability insurance. Descriptions often portray the package as strong or “top notch,” adding meaningful value.
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Retirement Support — Retirement offerings include a 401(k) with company matching and, in some regions, generous pension contributions. Core financial protections are emphasized as a solid part of the total rewards.
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Leave & Time Off Breadth — Time-off programs include ample PTO or flexible/unlimited RTO alongside flexible schedules and remote/hybrid options. Work-life balance support from managers is highlighted as a practical advantage.
Parexel Insights
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 Because Parexel’s social media channels are open to the general public and employees, we are not responsible for views expressed other than our own. However, we do not tolerate posts that are: • Abusive, harassing or threatening to others. • Defamatory, offensive, obscene, vulgar or depicting violence. • Hateful targeting by race/ethnicity, age, color, creed, religion, gender, sexual preference or orientation, nationality or political beliefs. • Sexually explicit or pornographic. • Fraudulent, deceptive, libelous, misleading or unlawful. • Referencing criminal or illegal activity. • Spamming. We reserve the right to remove any comments that do not adhere to our guidelines as well as report users who violate the rules of our page.
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