IT Support Services Lead

We are looking for a proactive and experienced IT Customer Success Lead to enhance and streamline the ticket management process while delivering an outstanding customer support experience. This role is critical in ensuring high-quality technical support for end users, overseeing day-to-day operations, and continuously improving service delivery. As the primary escalation point for technical issues, you will help implement best practices, enforce SLAs, and lead initiatives that promote operational excellence and customer satisfaction.

The salary for this role will be $69,700-83,600.

Key Responsibilities:

• Oversee ticket queues to ensure balanced workload distribution, categorization, prioritization; monitor resolution times with the goal of meeting or exceeding SLAs and KPIs.
• Serve as the escalation point for complex or high-priority issues; act as the P1 Incident Manager for critical incidents
• Lead service desk standups to review priorities, escalate unresolved issues, and align team efforts.
• Establish and maintain service desk policies, procedures, and performance standards to ensure consistency and quality.
• Analyze recurring issues and support trends to identify opportunities for continuous improvement.
• Drive collaboration with cross-functional IT teams to ensure seamless end-to-end support and drive enhancements in service delivery.
• Ensure the creation and upkeep of comprehensive documentation-including support guides, workflows, solutions, and a shared knowledge base-in collaboration with the service desk team and IT subject matter experts.
• Provide regular reporting on service desk performance, metrics, and initiatives.
• Oversee and refine the IT change management process, ensuring smooth and compliant change implementation.
• Foster a strong customer-focused mindset within the service desk team and promote a positive support culture across the IT organization.
• Support training and awareness initiatives to improve service quality and customer satisfaction.

• Ensure all activities adhere to internal policies and security requirements.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).

Experience:

• 5+ years in an IT service desk or help desk environment.
• Proven experience with ITSM platforms (e.g., ServiceDesk, Jira Service Management), and ITIL framework.

Skills:

• Excellent communication and interpersonal skills.
• Base technical knowledge across hardware, software, networking, and end-user support.
• Problem-solving mindset with attention to detail and prioritization skills.
• Ability to work in a fast-paced, dynamic environment.
• Ability to work independently, manage multiple priorities, and drive accountability without formal authority.

*This position could be offered at different levels for candidates who qualify with a combination of advanced levels of education and/or years of experience. The salary range will adjust along with the level of the role to match the person's relevant experience and/or education level.

Inotiv is a growing contemporary drug discovery and development company where we "Play to Win" in an industry rich with opportunity. Together, we face challenges and together we win in the delivery of world-class drug discovery and development solutions that impact the health and well-being of people all over the world. There's an opportunity for everyone at all phases of a career, each individual's unique skill set has an impact on the work we conduct. If you have the talent and desire to impact the quality of people's lives, we have the career opportunities to make it happen. Join us in embracing research and science to impact the health and well-being of people all over the world.

Salary will be commensurate with experience and responsibilities. Benefits include health and dental coverage, short- and long-term disability, paid time off, paid parental leave, 401K, and more!

Inotiv is an Equal Opportunity Employer. It is our policy to provide a fair and equal employment opportunity to all persons, regardless of age, race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, genetic information, disability, national origin, veteran status, or any other basis prohibited by law. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination and access to benefits and training.