Technical Support Lead (New York)

New York, New York

Position Overview

Polaris currently is seeking a Lead for our Application Support Analysts, which provides run-time client management, helpdesk services, and ongoing relationship maintenance for its deployed applications.

General Responsibilities

  • Manage a team of Application Support Analysts, included blended onshore and offshore resources
  • Promote the Support organization to clients and internal management
  • Assume responsibility of Polaris’ deployed applications, and ensure systems are performing and available
  • Provide daily direction for staff; serve as escalation point when needed
  • Ensures support team is meeting Service Level Agreements, including uptime, fix time, and quality standards
  • Provide technical guidance for team for hardware and software configurations, and provide appropriate proactive solutions to growing number of deployments
  • Prioritize issues between multiple clients as resource constraints arise
  • Analyze performance of support organization through statistical reporting
  • Ensure active projects are smoothly transitioned from the project team to the support team
  • Serve as point of daily contact for vendors and subcontractors

General Requirements

  • 2+ years of lead or supervisory experience in a software support role
  • Understanding of business processes and their relation to technology
  • Ability to complete assignments with minimal direct supervision
  • Strong organization and time management skills
  • Keep detailed records regarding problems, causes, and resolutions
  • Hands on experience with software delivery – functional requirements, technical specifications, test plans, implementation, follow-up
  • Practical hands on experience with SQL, IIS, and related web technologies in a problem solving capacity
  • Ability to manage technical and non-technical resources.
  • Ability to manage multiple internal and external stakeholders.
  • Additional skills preferred (not required):
    • Working knowledge of AMA, ACCME and PhRMA guidelines
    • A pharmaceutical, biotech, medical device, or medical education background, particularly in medical affairs or medical education
  • Ability to including multitask and prioritize simultaneous assignments

Physical and Location Requirements:

  • Ability to work in the New York City office (core hours are Monday through Friday, 9:00 AM to 6:00 PM)
  • Bachelor’s Degree – preferably in Information Technology

Please submit application here: