IT Support Manager

Q2 Solutions is a leading clinical trial laboratory services organization with end-to-end laboratory services and secure, enterprise-wide biospecimen and consent management solutions. With a relentless focus on quality and innovation, Q2 Solutions uses its global experience and scientific expertise to transform science and data into actionable medical insights that help customers improve human health.  A joint venture of IQVIA (formerly QuintilesIMS) and Quest Diagnostics, Q2 Solutions combines the best of each parent organization’s clinical trials laboratory services capabilities to fulfill its mission of treating each sample as if a life depends on it.

Purpose

Manages client expectations and ensures the delivery of services, products and solutions to ensure client satisfaction, retention and brand preservation.

Responsibilities

• Takes responsibility for the quality of IT support service delivered to clients, ensuring clients obtain maximum value from products and services.
• Answers client queries and collaborates with production to get data in client-desired formats.
• May lead projects between business and client teams; develop translatable client action plans with internal teams (i.e. responsibilities, timeframes, and resources); provide in-depth training in databases and products and assist with pricing products.
• Provide technical support to clients when required. Researches, analyzes and responds to client inquiries that are routine in nature.
• Researches, analyzes and responds to client inquiries that are routine in nature.

Required Knowledge, Skills and Abilities

• Bachelor’s degree and minimum of 2 years of prior relevant experience.
• Experience working with technical trouble ticketing system
• Prior experience working with customers/clients to resolve technical service issues

IQVIA is an EEO Employer - Minorities/Females/Protected Veterans/Disabled

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities.  Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.