Director - IT Global Support

Company: Norstella
Location: London, United Kingdom
Date Posted: May 16, 2025
Employment Type: Full Time
Job ID: R-1173

Why Norstella? Norstella unites market-leading companies that all have a shared goal of improving patient access. Each organization (Citeline, Evaluate, MMIT, Panalgo, The Dedham Group) delivers must-have answers for critical strategic and commercial decision-making.

Together, we help our clients:
• Assess the market need and competitive landscape
• Know precisely which drugs to prioritize in their portfolios
• Find out where the launch difficulties will be-before they're difficulties
• Track and improve market access post-launch

By combining the efforts of each organization under Norstella, we can offer an even wider breadth of expertise, cutting-edge data solutions and expert advisory services alongside advanced technologies such as real-world data, machine learning and predictive analytics. At Norstella, we don't just deliver information and insights. We deliver answers you can act on.

Job Description

Reporting to the VP of IT Ops, you will own all elements of the IT Global Support function within the Norstella organization, managing outsourced service providers as well as the in-house support team. Critical to the role will be oversight of the service desk itself, hosted within a Service Now platform. This role will own the design, implementation and operational aspects of the service desk as well as supporting elements of the functional area.

The IT Global Support team provides internal colleagues and users technical support across all business units. Working closely with the larger tech teams within Norstella, the IT Global Support team is responsible for delivering exceptional support to our colleagues through the service desk.

Responsibilities:

• Own the entire IT Global Support function including the design, implementation and ongoing improvement of the service desk and related support services.
• Oversee and continue building geographically dispersed L1 and L2 functions as well as SME based roles as needed.
• Coordinate IT support, including in-person and onsite support, across physical office locations in various geographies.
• Be within reasonable commuting distance to Norstella London office and provide onsite support if/as needed, particularly when primary support specialist is unavailable.
• Manage team workloads and be a point of contact and escalation point for the overall team while building up trusted leads in each region.
• Ensure clearly defined service desk procedures are implemented and adhered to, including triage of tickets, handoffs between L1/L2/L3 and other key assignment groups.
• In partnership with leadership, define and implement the IT Global Support roadmap, including but not limited to service desk, change management; asset management; problem management; service configuration and catalogue management.
• Be responsible for the team's maintenance and implementation of runbooks, automation and other operational improvements.
• Produce standard metrics and KPIs that are always available while ensuring understanding and validity of the data.
• Become the point of escalation for the service desk function.
• Build an effective, hybrid IT Global Support team
• Provides effective management to the IT Global Support team members including training, mentoring and personal development.
• Review and implement Service Level Agreements as well as incident, problem and escalation procedures.
• Provide evidence-based recommendations to deliver continuous improvements and upgrades to the function, focusing on automation and self-service support as examples.
• Review and implement Service Level Agreements as well as incident, problem and escalation procedures.
• Provide evidence-based recommendations to deliver continuous improvements and upgrades to the function, focusing on automation and self-service support as examples.

Requirements:

• Minimum of 8 years of experience working in, and leading, global IT service desk and support teams.
• 5+ years experience as a people leader
• Be experienced working with IT MSPs and partners to deliver effective services to the function and its customers.
• Possess ITIL and/or related certifications; be practiced in advanced ITSM practices.
• Introduce automation of processes and tasks wherever feasible.
• Identify trends and patterns across common issues and offer suggestions for improved mitigation.
• Support integration following corporate acquisitions.
• Propose solutions to address complex problems.
• Be an escalation point for junior team members and for our internal customers.
• Work closely with internal stakeholders and third-party vendors to complete projects.
• Maintain a learning mindset, mentor and train others in the team.
• Be available (as needed) up to 2-3 days per week in the London office

Relevant Skills and Experiences

• Service Desk Implementation and Management
• Service Now platform
• Microsoft Windows/MacOS
• AD, AAD, and related identity management
• MDM Platform Management
• Implementing and supporting EUC and Conference Room equipment
• Process Improvement and Automation
• Clear and Effective Communication
• Able to participate in projects as well as lead and deliver projects when needed
• Excellent analytical and reporting skills

The guiding principles for success at Norstella:

01: Bold, Passionate, Mission-First
We have a lofty mission to Smooth Access to Life Saving Therapies and we will get there by being bold and passionate about the mission and our clients. Our clients and the mission in what we are trying to accomplish must be in the forefront of our minds in everything we do.
02: Integrity, Truth, Reality
We make promises that we can keep, and goals that push us to new heights. Our integrity offers us the opportunity to learn and improve by being honest about what works and what doesn't. By being true to the data and producing realistic metrics, we are able to create plans and resources to achieve our goals.
03: Kindness, Empathy, Grace
We will empathize with everyone's situation, provide positive and constructive feedback with kindness, and accept opportunities for improvement with grace and gratitude. We use this principle across the organization to collaborate and build lines of open communication.
04: Resilience, Mettle, Perserverance
We will persevere - even in difficult and challenging situations. Our ability to recover from mis-steps and failures in a positive way will help us to be successful in our mission.
05: Humility, Gratitude, Learning
We will be true learners by showing humility and gratitude in our work. We recognize that the smartest person in the room is the one who is always listening, learning, and willing to shift their thinking.

What we offer you:

• 25 days annual leave, 4 days for volunteering and a personal day
• Group Life Assurance (100% employer funded)
• Group Income Protection (100% employer funded)
• Other voluntary benefits such as: Dental, Cash Plan, PMI Excess Cover, Health Screening & Critical Illness

Norstella provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.