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Job description

US (Hybrid role - Blue Bell, PA)

Are you ready for the Most Impactful Work of Your Life?
Signant Health is a global evidence-generation company. We’re helping our customers digitally enable their clinical trial programs, meeting patients where they are, driving change through technology and innovations and reimagining the path to proof.
Working at Signant Health puts you in the very heart of the world’s most exciting sector - a high-growth, dynamic company in an extraordinary industry.
Where do you fit in?
Reporting to the Senior Manager for IT service delivery, this role is responsible for the support, incidents and service requests for existing software and hardware services at Signant Health.

As part of our team, your main responsibilities will be:

• Incident management & Executive support – Providing IT support for the global end user community, including remote workers this is at all operational levels. This involves device support and deployment, lifecycle management, end user training, administration of collaboration services and other business applications. Act as the first point of contact for all executive issues ensuring all service issues are fully resolved with root cause analysis and a white glove approach to support. This extends to the setup and maintenance of live events and conference calls. Must be experienced in high pressure and short turnaround solutions.
• Mentoring, training and knowledgebase management - Provide coaching and mentoring to new members of the service delivery team. Create develop and review a service relevant knowledgebase for user self-support.
• Project technical leadership– Leading an assigned teams for projects relating to the development or maintenance of existing services, establish deadlines and changes within projects to ensure they are delivered in a timely manner. Serve as a point of contact for the capture of new demand to be reviewed as projects.
• Security and Compliance – Work with the service security team via incident logging to ensure all end user devices are kept compliant. Report on trends or escalated issues to better inform the security and leadership teams.
• Service ownership – Including service design, testing and documentation, you will be required to serve as a service owner for all issues pertaining to one or several owned services within the service catalog. This includes the road mapping and development of that service.
• Communication & Escalation – Serve as an escalation point and ensure timely resolution of personal computing issues. Assume ownership of, report and communicate local and service wide outages. In the absence of the service delivery manager, ensure SLA’s are adhered to and a balanced workload is achieved.
• Site & Logistics Management – Maintain physical sites with regards to IT inventory, stock levels and recycling. Co-ordinate with vendors to ensure end to end shipments are arranged in a timely manner.
• Hardware & Software purchasing – Work with pre-approved vendors to arrange purchase of stock items for both hardware and software. Assist in license allocation reviews and make sure new software demand fits within guidelines.
• Travel as necessary

You’ll need to bring:

• Associates degree in computer science or communications.
• Minimum of seven years’ experience in IT support, additional experience in leading a support team.
• Knowledge of Azure active directory, Bitlocker and Defender ATP. Microsoft operating systems (Windows 10, Server 2012/2016/2019). Mac OSX
• Knowledge of office 365 environment including Email, SharePoint, Teams and Onedrive.
• Familiarity with deployment of smartphones (Android/iOS).
• ITIL foundation qualification, knowledge of Agile / DevOps methodologies.
• Strong training development skills, being able to communicate complex technical matters in an easy to understand way.
• Executive level support, this role will be the first point of contact for executives with service issues.
• Must be a team-oriented person with good communications, interpersonal skills and willingness to learn and grow.
• Experience providing executive level support including supporting BOD members and meetings.

And finally, here are the ways of working that will help you succeed at Signant:

• You enjoy problem-solving and have a constructive can-do attitude.
• You're motivated by working in a fast-growing global company.
• You’re self-driven, active, and want to learn new things continuously.

We know that everyone has different wants and needs, which is why along with a highly competitive base salary, we support our people and their loved ones with a variety of perks and benefits.
As part of our team, some of the benefits you can expect to receive are:

• Our Long-Term Incentive Plan, which is unique to the industry
• The flexibility to work remotely
• Comprehensive health, dental, and vision insurance
• A competitive retirement savings plan
• Generous paid time off

Does this sound like something you’d like to explore? Then we’d love to hear from you!
Please apply below. We review and respond to every application, keep an eye on your inbox for our reply.

Please note that Signant does not accept unsolicited resumes from Third Party vendors.
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At Signant Health, accepting difference isn’t enough—we celebrate it, we support it, and we nurture it for the benefit of our team members, our clients and our community. Signant Health is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.