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.
• Provide monitoring and support of the computing environment including but not limited to enterprise applications, telecom and information security monitoring, backup systems, and facility access.
• 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.
• Strong understanding of common office technologies/end-user applications including but not limited Microsoft and Mac operating systems, and productivity software such as MS Office, Adobe, etc.

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 DaT^IQ.

Invicro is an Equal Opportunity Employer. We maintain a drug-free work environment. All qualified applicants will receive consideration for employment without regard to actual or perceived race (and traits historically associated with race, including, but not limited to hair texture and protective hairstyles such as braids, locks, and twists), color, creed, religion, citizenship status, sex or gender (including pregnancy, childbirth and related medical conditions), parental status, sexual orientation, gender identity, gender expression (including transgender status), national origin, ancestry, age, marital status or protected veteran status and will not be discriminated against on the basis of physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, political affiliation or any other characteristic protected by applicable federal, state, or local laws and ordinances.

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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