Manager, IT User Support

Description JOB DESCRIPTION The role is responsible for delivering responsive, day-to-day IT technical support to employees across the organization, ensuring stable and secure operation of hardware and software systems. It focuses on diagnosing and resolving user-reported issues related to desktops, laptops, peripherals, enterprise applications, and network access. The position provides SAP access support in compliance with SOX requirements, ensuring appropriate user provisioning, de-provisioning, and documentation aligned with access control policies. The role manages incident logging, troubleshooting, ticket resolution, and structured escalation processes to maintain service continuity. By collaborating with internal IT teams and external vendors, the role ensures high system availability, timely issue resolution, and strong user satisfaction, while maintaining governance, documentation discipline, and service quality standards. Essential Functions Provide day-to-day IT support to end users for hardware, software, and enterprise applicationsDiagnose and troubleshoot hardware and software issues through direct user interactionLog, track, and manage incidents through structured ticket handling systems, ensuring timely closurePerform fault rectification and basic root cause identification for recurring issuesProvide SAP access support (user provisioning, modification, and deactivation) in alignment with SOX access control requirementsEnsure proper documentation and approval workflows for system access and user requestsEscalate complex or unresolved incidents to higher-level support teams following defined escalation protocolsSupport desktops, laptops, printers, peripherals, and standard business applicationsCoordinate with internal IT teams and external vendors for issue resolution and service restorationMaintain service quality metrics, response times, and user satisfaction standardsEnsure compliance with IT policies, security guidelines, and documentation requirements Additional Responsibilities Cluster IT Leadership & Governance Act as the single point of accountability for IT operations across the cluster plants. Provide leadership and guidance to site IT teams to ensure consistent IT service delivery. Coordinate with corporate IT, vendors, and cross-functional teams to ensure seamless IT operations. Monitor IT service performance, incident management, and SLA compliance across cluster sites. Digitalization & Technology Transformation Lead and support digital transformation initiatives in manufacturing and quality operations. Identify opportunities to introduce automation, smart manufacturing solutions, and data-driven processes. Collaborate with business teams to implement digital tools that enhance productivity and operational efficiency. Support implementation of advanced technologies such as IIoT, manufacturing data integration, and automation platforms. IT Infrastructure & Enterprise Systems Management Ensure availability, performance, and security of servers, storage, network infrastructure, and enterprise applications across the cluster. Manage IT infrastructure lifecycle, including procurement, installation, qualification, upgrade, and retirement. Coordinate with enterprise IT teams for deployment of global IT infrastructure standards and systems. Ensure business continuity through proper backup, disaster recovery, and high availability mechanisms. Manufacturing IT & Automation Systems Provide IT expertise for manufacturing systems, automation platforms, and plant floor technologies. Support integration of IT systems with manufacturing equipment, SCADA, PLC systems, data historians, and automation platforms. Coordinate with Engineering and Maintenance teams for IT support during equipment installation, commissioning, and qualification. Quality Systems & Manufacturing Informatics Manage and support Quality and Manufacturing Informatics systems such as LIMS, QMS, DMS, MES, or other plant systems. Ensure systems operate reliably while maintaining data integrity and regulatory compliance. Provide technical guidance for system validation, change management, and lifecycle management. Regulatory Compliance & Audit Support Ensure all IT systems supporting manufacturing and quality operations comply with GxP guidelines and regulatory requirements. Maintain continuous audit readiness for inspections by regulatory authorities such as USFDA, MHRA, WHO, etc. Support regulatory audits by providing documentation, system demonstrations, and technical clarifications. Monitor and close CAPA actions related to IT observations from internal and external audits. IT Infrastructure Security & Data Integrity Ensure compliance with information security policies, cybersecurity standards, and enterprise IT governance frameworks. Implement and monitor access control, patch management, vulnerability management, and endpoint security. Safeguard electronic records and data integrity in Descript