IT Support Lead Agent (all genders) (Any location in India, preferably in Pune,

Tenthpin Solutions is looking for a pro-active and highly skilled IT Support Lead Agent to join our rapidly growing organization. The successful applicant will have a passion for supporting innovative solutions that add substantial value to our clients and will serve as key point of liaison for all customer related Service Desk inquiries, contributing to our reputation as one of the recent success stories within the Consulting and Technology industry.

The Opportunity:

As an IT Support Lead Agent, you will play a key role in enabling first-class product service for our prestigious life sciences clients by taking ownership of Jira Service Management (JSM) operations, ensuring effective coordination of service team activities, and delivering high-quality first-line support.

The role will include but not be limited to:

• Own and manage Jira Service Management (JSM) administration for Tenthpin Solutions, including user management, SLAs, workflow optimization, and operations.
• Act in a lead coordination role for the Level 1 service team, organizing shift models and on-call schedules to ensure reliable support coverage.
• Develop and maintain ITSM training materials and actively enable the team by upskilling colleagues in support processes and product knowledge.
• Provide Level 1 support for Tenthpin Solution products, ensuring timely resolution of customer incidents, service requests, and change requests.
• Troubleshoot incidents by applying known solutions, while building and maintaining the Confluence knowledge base to resolve issues efficiently.
• Oversee the synchronization of tickets between Jira Service Management and the internal Azure DevOps product development system.
• Work within defined shift schedules, adhering strictly to agreed working hours and SLAs to ensure consistent and reliable support coverage.
• Collaborate closely with international, cross-functional teams, escalating complex cases as required and proactively contributing to process improvements.
• Support the organization through business reporting, analytics, documentation, and administrative activities that contribute to company success.

Your experience:

• Proven expertise in the configuration and ongoing administration of Jira Service Management (JSM) systems, as well as experience with Confluence knowledge base management.
• Demonstrated ability to coordinate and guide support teams, including maintaining and assigning on-call and shift schedules, backed up by strong organizational skills and a solid understanding of ITSM processes.
• Hands-on experience in Level 1 support, working reliably and punctually within structured shift schedules to ensure dependable product support coverage, preferably in a SaaS product environment.
• Proficiency with common office and collaboration tools, particularly MS Teams, PowerPoint, Excel, and workflow tools particularly Azure DevOps.
• Strong collaboration skills, with the capability to work effectively in international, cross-functional teams, escalate issues appropriately, and ensure thorough follow-up.
• Analytical mindset with a strong interest in digital solutions and a willingness to continuously develop Tenthpin product knowledge to support effective issue resolution.
• Excellent verbal and written communication skills, with the ability to understand technical concepts and clearly explain them to non-technical users.
• Experience in the life sciences industry (pharmaceuticals, biotech, medical devices, CRO) is a plus.
• Fluent in English; additional languages are an advantage.

Why Tenthpin Solutions

Tenthpin is a leading global consulting and technology boutique for the Life Sciences industry, operating in 8 countries with +400 Consultants and constantly growing. One of our recent announcements was the creation our own product company, Tenthpin Solutions, addressing the business challenges of the Life Sciences industry with innovative software solutions.

Our consultants are passionate and proud contributors to the growth of an exceptional organization, operating globally with the biggest and most exciting brands in the sector to deliver real value.

We are proud to be an organisation where:

• Our workplace values expertise and dedication to deliver exceptional SAP solutions.
• Your ideas matter, and innovation is encouraged. It takes a supportive team to achieve the best results.
• Everyone is part of a truly global team, working with colleagues from all over the world, with diverse backgrounds and cultures.

We offer a competitive salary, benefits package, and an exceptional work environment with long-term career development opportunities.

We look forward to hearing from you.

Tenthpin and Tenthpin Solutions are equal opportunities employers.