Help Desk Manager

Department:
Helpdesk

Reports To:
Director, Supply Chain & Helpdesk

Location:
Birmingham

Job Type:
Full-Time/Permanent/Contract

Position Summary:

The Helpdesk Manager is responsible for overseeing the daily operations of the eCOA (electronic Clinical Outcome Assessment) 24/7 x 365 helpdesk, ensuring efficient and high-quality support for both patients and sites involved in clinical trials. This role involves managing a team of helpdesk agents/analysts, providing advanced technical support, maintaining compliance with regulatory requirements, and collaborating with cross-functional teams to improve service delivery. The Helpdesk Manager will also be responsible for quality adherence, training, mentoring, and performance management of the team to ensure continuous improvement and adherence to best practices.

Key Responsibilities

Helpdesk Operations & Team Management

Supervise and lead a team of helpdesk agents/analysts, ensuring efficient workflow and adherence to SLAs (Service Level Agreements).

Monitor daily call volumes, response times, and resolution rates to ensure optimal performance.

Assign and prioritize support tickets, ensuring timely resolution and escalation of complex issues.

Develop and implement helpdesk policies, procedures, and performance metrics.

Serve as the point of escalation for unresolved technical or customer service issues.

Ensure the department is appropriately resourced to support the 24/7 x 365 Helpdesk Operation

Technical Support & Troubleshooting

Provide advanced support and troubleshooting for eCOA platforms, patient devices, and study coordinator systems.

Identify patterns in recurring technical issues and collaborate with IT and clinical teams to develop long-term solutions.

Ensure that helpdesk agents are trained in device setup, software troubleshooting, and clinical trial data entry protocols.

Maintain up-to-date knowledge of eCOA systems and emerging technologies to enhance service delivery.

Training & Development

Oversee the training and onboarding of new helpdesk agents, ensuring they are equipped with the necessary knowledge and skills.

Conduct regular training sessions on best practices, regulatory compliance, and technical troubleshooting.

Develop and implement mentorship programs to support the growth of lower-level agents.

Perform performance evaluations and provide feedback to help agents improve efficiency and service quality.

Compliance & Documentation

Ensure all helpdesk operations align with Good Clinical Practice (GCP), HIPAA, GDPR, and other regulatory guidelines.

Maintain comprehensive documentation of helpdesk interactions, troubleshooting steps, and resolution protocols.

Oversee the management of ticketing systems and CRM databases, ensuring accuracy and completeness of records.

Identify compliance risks and implement corrective actions as needed.

Collaboration & Continuous Improvement

Work closely with clinical operations, IT support, and study teams to enhance helpdesk effectiveness.

Provide feedback on system usability and recurring issues to help improve eCOA platforms.

Develop helpdesk performance reports and present key insights to senior management.

Drive initiatives to improve the patient and study coordinator experience, reducing technical barriers to clinical trial participation.

Required Skills & Qualifications

Proven experience in helpdesk management, IT support, clinical trial operations or office management.

Strong leadership and team management skills, with experience in training and mentoring staff.

Strong problem-solving skills with the ability to help identify root causes and implement effective solutions.

Excellent communication skills, with the ability to convey technical concepts clearly to both patients and clinical professionals.

Proficiency in CRM systems, ticketing tools, and Microsoft Office Suite.

Ability to analyse performance metrics and make data-driven decisions for service improvements.

Knowledge of eCOA systems, clinical trial technology, and electronic data capture (EDC) platforms advantageous but not essential

Familiarity with clinical research processes and regulatory requirements (e.g., FDA, EMA, ICH-GCP) advantageous but not essential

Work Environment & Conditions

Office-based or remote setting, depending on company policy.

Fast-paced environment requiring adaptability and strong decision-making skills.

May require occasional weekend or after-hours support depending on clinical trial demands.

This role is essential in ensuring the smooth operation of eCOA clinical trials, enhancing the support provided to patients and sites while driving continuous improvement within the helpdesk team.