IT Support Manager

Job Requisition ID:  32088
Department:  IT
Category:  Corporate - IT


Date:  6 Nov 2023

Come and Save Lives with Us!

Serb Pharmaceuticals is a growing international specialty pharmaceutical group that is a dedicated ally to healthcare providers treating patients with critical conditions, focusing on emergency care and rare diseases.  We have over 400 employees in 10 countries.
Our portfolio of 80+ rescue medicines makes a real difference in the lives of patients and their caregivers and that gives every one of our employees a sense of purpose.

Our Purpose is supported by our 4 key values:

  • We make patients our priority       
  • We act with integrity and accountability      
  • We work together as one team      
  • We look for better ways forward   



We are looking for a talented IT Support Manager located in Paris to join our team.



Broad Overview


Reporting to the Head of IT, the IT Support Manager is responsible for leading the IT Support Team to ensure proper computer function and operation so that end users can accomplish business tasks.



As IT Support Manager, some of your responsibilities will include:


  • Provide hands-on supervision of the IT Service Desk, overseeing all processes, including service requests, incidents, and escalations. Mentor and guide the team to excellence.
  • Troubleshoot and resolve end user IT problems via telephone, e-mail, helpdesk and in person in a courteous and professional manner.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Build rapport and elicit problem details from help desk customers.
  • Prioritise, schedule and resolve problems. Escalate unresolved problems (when required) to the appropriate Analyst.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Deploy and provision end point devices to users in line with Group IT standards and procedures using Intune and Azure tools and MDM services.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution and prevention.
  • Identify and learn the appropriate software applications and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Performing regular, scheduled preventative maintenance on IT equipment, including the checking and cleaning of laptops, workstations, printers, and peripherals.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution monitoring and follow-ups to ensure employee satisfaction and evaluate documented resolutions to analyse for trends to identify future problems. Update/Develop user guides to resolve common issues or problems.
  • Develop help sheets and frequently asked questions lists for end users.
  • Provide basic end-user training and instruction to improve computer operation in pursuit of business tasks.
  • Ensure Group IT Security standards are adhered to.
  • Manage local vendor relationships and procurement process.


We are always looking for talents and personalities to join on board, but if we had to sum up what we are looking for :



Technical skills


  • Provide high-level IT support across various end-user technologies, showcasing your leadership, communication, and technical skills
  • Ability to effectively prioritise and execute tasks in a high-pressure environment.
  • Proven analytical and problem-solving abilities and ability to manage time effectively.
  • Exceptional written and oral communication skills.
  • Strong documentation skills with a keen attention to detail.
  • Highly self-motivated and directed.
  • Fluent English : written, read, spoken



Soft skills


  • Act as a liaison between IT users, IT support teams, and third-party providers to resolve incidents within SLA and KPI targets, escalating when necessary
  • Exceptional customer service orientation.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas and training in user-friendly language.



Education and experiences


  • ITIL Certification – (preferably V4)Experience of managing Service Teams.
  • Skilled in incident management and SLA handling
  • Knowledge of basic computer hardware, including PCs, laptops and peripheral components.
  • Experience with desktop and server operating systems, including Windows 10/11, Windows Server 2012 and Windows Server 2019.
  • Experience with the Microsoft Office 365 suite, Adobe Acrobat, Microsoft SharePoint, Azure and Intune or SCCM - MDM (Device Management) and preferably certifications in the following:
  • Azure Intune 
  • Microsoft Office 365 SharePoint, Teams
  • Experience with VPN technology and antivirus, antispyware and disk encryption security technologies.
  • Experience with Microsoft Teams Rooms and/or other AV solutions.



Serb Pharmaceuticals is an equal opportunity employer. We offer competitive compensation & benefit packages, challenging opportunities and a culture of working together in a supportive way built on our strong foundation of values.