Manager, Information Technology

Medisca is a global corporation with locations throughout North America, Australia, and Europe, that contributes to healthcare by leveraging strong partnerships that deliver customized solutions with an unwavering commitment to quality and innovation. Backed by 30+ years and a strong foundation in pharmaceutical compounding, Medisca is a business-to-business company that delivers comprehensive offerings by providing value, consistency, responsiveness, and loyalty. From pharmaceutical compounding products and services, to supply chain solutions, mixing technology manufacturing, analytical testing, IP licensing, to education services and more - Medisca delivers extensive solutions that leverages a strong network of partners committed to deeply caring about people. As **Partners in Wellness**, Medisca offers an unfailing devotion to improving lives, across a multitude of needs and across a multitude of people.
You should have a strong technical acumen, you understand the expertise that is required to be successful and leverage the required resources to deliver solutions. You develop questions and technical models to help the team consider alternatives. You also have an awareness of emerging technology trends and potential areas for new investments.
You are a strong communicator, switching between technical and non-technical contexts with ease. Whether it is through 1:1 meetings with our team or check-ins with cross-functional leaders, you engage through clear direction, active listening, and productive negotiation. You have to evaluate multiple sources of data and feedback, both within the IT team and from external stakeholders. You have a deep sense of responsibility towards your users and take pride in identifying solutions that make their lives easier.
**Your key responsibilities**:

- Conduct regular checks on the systems, network and security infrastructure
- Accountable for backup of systems, data redundancy and business continuity
- Manage the corporate network perimeter security, maintaining security best practices
- Run and share regular operation system reports with senior members
- Oversee and determine timeframes for major IT projects, including system updates, upgrades, migrations and outages.
- Proactively communicate issues and updates with all stakeholders.
- Responsible for the installation and configuration of software on computer systems
- Ensure compliance with software license policies
- Define device and peripheral requirements for the organization and coordinate maintenance of all IT equipment
- Diagnose and troubleshooting to discover and solve hardware and software related issues
- Responsible for the management of the organization’s communication infrastructure
- Handle logging of support requests from all employees
- Coordinate support across multiple time zones and schedule maintenance in appropriate windows. Off hours support may be required
- Responsible for analyzing the call log to discover trending matters and issues
- Lead and oversee all components of the support team operations. Manage all operational and daily activities of assigned resources to ensure employees receive an effective and timely resolution for any issues.
- Supervise the daily volume of tickets generated and help prioritize to ensure timely resolution of issues with the highest impact
- Coach, mentor, lead and organize the IT Support team
- Identifying opportunities for team training and skills advancement
- Partner with the training department to design training programs and workshops for the organization as new systems are being launched
- Create and update work instructions, standard operating procedures (SOPs) and other documentation
- Optimize support processes and tools to ensure scalability on the global level and create industry leading support practices and systems. Eliminating or automating tasks to streamline support operations
- Developing and implementing IT policy and best practice guides for the organization
- Stay informed of new developments in the IT world and adopt a culture of continuous improvement

**Travel**:Up to two (2) weeks per year to visit global sites.
**Skills, knowledge and abilities**:

- Conduct regular checks on the systems, network and security infrastructure
- Accountable for backup of systems, data redundancy and business continuity
- Manage the corporate network perimeter security, maintaining security best practices
- Run and share regular operation system reports with senior members
- Oversee and determine timeframes for major IT projects, including system updates, upgrades, migrations and outages.
- Proactively communicate issues and updates with all stakeholders.
- Responsible for the installation and configuration of software on computer systems
- Ensure compliance with software license policies
- Define device and peripheral requirements for the organization and coordinate maintenance of all IT equipment
- Diagnose and troubleshooting to discover and solve hardwa