Assoc Manager, Tech Services

Job Overview
Provides first-line support to company employees to resolve computer software hardware and networking problems.
Installs configures customizes troubleshoots upgrades integrates and maintains software workstations software applications printers wireless devices hand-held devices network configuration and firewalls for end-users.

Essential Functions
Reviews agent metrics and meets with agents regularly to discuss performance
Signs time cards
Review calendar schedule for shifts and works with respective team leads for consistency
Responsible for building and reviewing sending Service Now data/ticket reports to Sr. leadership
Continues to mentor and coach jr staff
Works with Sr. leadership to develop developmental goals for agents
Works with Sr. leadership to develop SMART goals for all agents
Able to drive escalations to a resolution by engaging multiple teams within IQVIA
Able to lead small projects within the team (FCR increases Customer Satisfaction increases gotoassist licensing etc.
Able to work and lead small teams for a specific result
Services as SME within the Service Desk and answers questions form more jr. staff
Able to help with administrative duties including staff scheduling and vacation holiday planning
Provide first Level Second level of support and convey resolution to customer issues
Accurate escalation of unresolved queries to the next level of support team
Track Route and redirect Problems to correct resources
Utilize excellent customer service skills and exceed customers expectations
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Should possess strong technical background additionally
Ability to deal with users through Calls Chats and Email
Should have prior technical support experience.
Good typing speed (minimum 40 WPM and 98% accuracy).
Logical thinker
Good analytical and problem solving skills
Up-to-date technical knowledge
Good interpersonal and customer care skill
Flexible in working 24/7 environment

Qualifications
Associates Degree Pref
5-6 yrs of Service Desk or Information Technology Experience
5-6 yrs of Customer Service Experience
Technically can handle 2nd level types of incidents Advanced

IQVIA is a leading global provider of clinical research services commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements misrepresentations or material omissions during the recruitment process will result in immediate disqualification of your application or termination of employment if discovered later in accordance with applicable law. We appreciate your honesty and professionalism.