Manager, Technology Support

2 weeks ago

New Haven, United States Invicro Full time

**Manager, Technology Support **- New Haven, CT**

**Overview**:
***Manager, Technology Support will be primary individual responsible for supporting all aspects of the company's end user computer systems and end-user focused technology. The incumbent will lead the team of support engineers, organize and coordinate user support efforts, and assume ownership of the incident/ticket tracking system (aka. Helpdesk). This is a highly visible, hands-on role that requires strong communication skills and well-developed customer interaction skills, in addition to a strong technical background.

**Essential Functions**:

- Manage the day-to-day work of the technology support staff to diagnose, analyze, research, and resolve all computer problems for Invicro personnel, and oversee distribution and prioritization of service requests, incidents, and events.
- Act as primary escalation point for end-user focused issues.
- Manage projects assigned to the technology support staff ensuring that the scope, timeline, and deliverables are met appropriately.
- Provide training opportunities and mentorship to technology support staff.
- Oversee purchasing and inventory for end user computing equipment.
- Assist with process development and improvement to ensure optimal utilization of resources.
- Maintain extensive knowledge of various business areas, functions of, and awareness of processes.
- Other duties as applicable.

**Qualifications**
- Bachelor’s degree in Information Technology, Computer Science, or equivalent combination of training and experience.
- Minimum 5 years' experience supporting end user hardware and software in a mixed onsite and remote environment.
- Minimum 3 years’ experience managing support staff.
- Excellent organization and communication skills, written and verbal; able to communicate technical issues to non-technical people.

**Preferred**
- Technical certification(s).

About us:
Headquartered in Boston, MA, Invicro was founded in 2008 with the mission of improving the role and function of imaging in translational drug discovery and development across all therapeutic areas. Today, Invicro’s multi-disciplinary team provides solutions to pharmaceutical and biotech companies across all stages of the drug development pipeline (Phase 0-IV), all imaging modalities and all therapeutic areas, including neurology, oncology, and systemic and rare diseases. Invicro’s quantitative biomarker services, advanced analytics and AI tools, and clinical operational services are backed by the company’s industry-leading software informatics platforms, VivoQuant® and iPACS®, as well as their pioneering IQ-Analytics Platform, which includes AmyloidIQ, TauIQ and DaTIQ.

Invicro does not accept unsolicited resumes from individual recruiters, third party recruiting agencies, outside recruiters or firms without an executed contract in place. We are not responsible for any fees related to resumes that are unsolicited or are received by Invicro. Such resumes will be deemed the sole property of Invicro and will be processed accordingly.

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