IT Solutions Support Management

United States of America, Indiana, Indianapolis

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Location: Indianapolis, IN

The Opportunity:

As a member of the Customer Support Center in the Roche Support Network the supervisor provides daily leadership, training, and coaching of the Technical Product Support and Solution Support staff who assist Roche customers in remote troubleshooting of IT products connected to instruments provided by Roche Diagnostics. Oversees staff activities including the analysis of problems with IT products covering several business areas to identify problem area(s) and recommendation of corrective action. Manages customer relationships. Participates on product launch teams to ensure serviceability.

Drives continuous improvement within assigned areas of responsibility and across assigned teams. Develops and maintains close business contacts with key internal and external leaders, influencers and decision-makers and ensures strong stakeholder management across the team, including strong partnerships with field support and commercial leadership.

Job Facts:

  • Liaises between various stakeholder groups on local, regional and global level as required and customers to identify opportunities for complaint resolution.

  • Analyses operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients

  • Oversees escalation management, troubleshooting resolution and develops strong vendor relationships with a 3rd party IT product vendor.

  • Proactively drives for continuous improvement and simplification of processes across the IT support spectrum. Implements tactical IT support activities

  • Demonstrates leadership commitments through effective people leadership (hiring, training, career/personal development and performance management). Responsible for coaching team and individuals towards achieving departmental metrics/goals and RSN Vision/Mission: To delight the Customer and Make Customer Successful. Ensures the availability of resources for training, new product launches and knowledge management

  • Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.

  • Provides input for Quality System requirements for Technical Support Staff policies and procedures. Drives team compliance in all aspects of timely and accurate case handling, documentation, escalation, PRI/PSI identification, and closure. Responsible for individual and team compliance in completing assigned training.

  • Leads initiatives and projects for process and efficiency improvement. Collaborates internally and with other business units to achieve customer satisfaction.

  • Acts as a Leadership representative and advocate of the Customer Support Center. Ensures communication/alignment with stakeholders on key issues/initiatives/directives. Fosters partnership with business unit stakeholders (i.e. communicates trending, information and strategy); collaborates with peers on issues.

  • Service minded individual that is passionate about leading people and teams to create exceptional customer experiences everyday.

Who You Are:

  • Bachelor’s degree in Information Technology or other appropriate discipline

  • 5 years of progressive experience, with prior experience in a Technical Product Support role

  • Minimum of 2 years of leadership experience

  • Prior experience developing, delivering, and assessing training programs

  • Excellent communication, organization and customer service skills


  • IT Experience

  • Middleware experience

  • Call Center experience

  • Knowledge of all Roche products with in the business area, and specialized knowledge in a particular product area

Relocation benefits are not available for this job posting.

Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

If you have a disability and need an accommodation in connection with the on-line application process, please email us at

Job Level:

Manager with direct reports