Helpdesk Manager

About BGBx

BGBx is an innovative independent commercial solutions partner focused on pharmaceutical and life sciences sectors. Our interdisciplinary teams combine expertise in strategy, science, communications, creativity, technology, and data to address critical healthcare challenges. We assist clients in strategizing, launching innovations, engaging stakeholders, and achieving impactful results throughout product lifecycles. Joining BGBx means contributing to meaningful work in a dynamic, collaborative, and innovation-driven environment.

Position Summary

The Helpdesk Manager leads the daily IT Helpdesk operations to provide prompt and effective technical support for end-users. This role emphasizes service excellence, workflow management, SLA adherence, and continuous enhancement of support processes. Collaboration with infrastructure and engineering teams is essential to resolve complex issues and align with company IT strategy. Responsibilities also include overseeing onboarding, asset management, and ensuring seamless technology experiences in a fast-paced setting. The position is fully remote within India, operating approximately from 9:00 AM to 5:30 PM Eastern Time or similar hours.

Key Responsibilities

• Manage the intake, prioritization, and resolution of IT support requests while ensuring SLAs are met.
• Serve as escalation point for complex or urgent technical issues, coordinating with internal teams and external vendors.
• Install, configure, and maintain end-user devices including PCs, Macs, mobile phones, telephony, and peripherals.
• Troubleshoot Level 1 and 2 issues involving hardware, software, networking, and SaaS applications.
• Support employee onboarding and offboarding including device setup, access provisioning, and relocations.
• Administer user accounts, permissions, and security groups according to organizational policies.
• Collaborate with infrastructure, network, and systems teams on advanced technical issue resolution and system reliability improvements.
• Track helpdesk metrics such as ticket volume, resolution times, and customer satisfaction; report trends and suggest improvements.
• Create and maintain a comprehensive knowledge base to boost first contact resolutions and user self-service.
• Develop and refine standard operating procedures to enhance helpdesk efficiency.
• Perform system updates, patching, and desktop imaging to maintain security and performance.
• Provide training and user support for hardware, software, and IT best practices.
• Ensure compliance with company security policies and applicable regulations.
• Participate in an on-call rotation and provide after-hours support as required.

Preferred Qualifications

• 3 to 5 years of IT support experience, including 1 to 2 years in a leadership role.
• Experience managing or mentoring IT support teams in corporate settings.
• Proficient in Windows and macOS operating systems, mobile platforms (iOS, Android), and standard hardware.
• Familiarity with Office 365 and cloud-based SaaS applications.
• Knowledge of helpdesk ticketing and IT service management tools.
• Understanding of networking basics such as TCP/IP, Wi-Fi, VPN, and remote access technologies like RDP.
• Experience in device provisioning, configuration, and endpoint management.
• Desirable: knowledge of audio/visual systems, basic network infrastructure, and ITIL frameworks.
• Strong analytical, problem-solving, communication, and customer service skills.
• Ability to prioritize tasks effectively in a dynamic environment.

Compensation and Benefits

BGBx values its employees by offering a competitive compensation package that supports health, career growth, and work-life balance. Benefits commonly include healthcare insurance, retirement plans, paid time off, wellness programs, life insurance, and learning opportunities. Additional location-based benefits may apply.

Equal Opportunity Statement

BGBx is committed to diversity and inclusivity. All qualified applicants will be considered regardless of race, color, religion, sex, age, national origin, citizenship status, sexual orientation, disability, veteran status, or any other legally protected class.