Team Lead, Helpdesk Support & Compliance

at  ClinicalMind

New opportunity! ClinicalMind is a full-service Medical Communications Company with extensive experience in specialty therapeutic areas. We offer unique, cutting-edge live and digital initiatives designed to integrate, support, and enhance our client objectives and drive additional engagement with key customers.
ClinicalMind’s talented team defines our company. Anyone who works in this business knows that their success is based on one thing above all else – the people. Come join a growing Medical Communications Agency!

JOB SUMMARY

We are seeking a dedicated and experienced Team Lead to oversee our Helpdesk team within the Information Technology department. The successful candidate will play a key role in supporting our organization’s compliance efforts and ensuring adherence to regulatory requirements through effective helpdesk management and collaboration with compliance and audit teams.

MINIMUM QUALIFICATIONS

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT helpdesk support, with previous leadership or supervisory experience preferred. Fundamental
• Strong understanding of IT compliance frameworks and regulations, such as GDPR, SOC, DSS, etc.
• Familiarity with audit processes and procedures, including preparation, response, and remediation.
• Excellent communication and interpersonal skills, with the ability to interact effectively with technical and non-technical stakeholders.
• Proven problem-solving abilities and attention to detail.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Technical proficiency in helpdesk technologies and tools, including ticketing systems, remote desktop support, etc.
• Experience and proficiency in installation and support for Windows 10/11, MS Office Suite, Windows Server 2012 / 2016 / 2019
• Experience in installation / support / troubleshooting in areas of desktop and networking hardware, TCP/IP, DHCP, DNS, Active Directory, DFS, GPO, VMware, SAN, data and file security
• Certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+ or equivalent are a plus. Knowledge of Microsoft Azure, Microsoft Intune, and certification in Azure services a plus.
  Travel: Must be able to travel up to 2-3 weeks out of the year as required.
  If you’re a proactive and customer-focused IT professional with leadership experience, we invite you to apply for the role of Helpdesk Team Lead and contribute to our mission of delivering exceptional IT support to our organization.

• Lead and supervise a team of Helpdesk technicians responsible for providing technical support to end-users.
• Monitor helpdesk ticket queues to ensure timely resolution of user issues and adherence to service level agreements (SLAs).
• Provide technical support and troubleshooting assistance to end-users for hardware, software, and network-related issues.
• Develop and deliver training programs and materials to helpdesk staff on compliance requirements, audit procedures, and best practices.
• Maintain accurate documentation of helpdesk activities, including ticket resolutions, user requests, and system configurations.
• Collaborate with compliance and audit teams to understand regulatory requirements and ensure alignment with IT policies and procedures.
• Assist in the development and implementation of compliance-related controls, processes, and documentation.
• Conduct regular reviews and assessments of IT systems and practices to identify compliance gaps and areas for improvement.
• Coordinate with internal and external auditors to facilitate IT audits and assessments, providing necessary documentation and support.
• Serve as a point of contact for compliance-related inquiries and issues, working closely with stakeholders to address concerns and implement solutions.
• Upgrade hardware and software as needed to ensure optimal workstation performance
• System set up and testing including installing and updating OS and software
• Systems administration and maintenance including, but not limited to: Azure Active Directory, MS Exchange 2019, VMware environment, endpoint management, VoIP Phone System, Printers
• Interaction with IT vendors for hardware, software, communications and related services
• Manage inventory/deployment of hardware and software.
• Apply software installations and updates.