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DescriptionAbout NorstellaNorstella is a premier and critical global life sciences data and AI solutions provider dedicated to improving patient access to life-saving therapies. Norstella supports pharmaceutical and biotech companies across the full drug development lifecycle — from pipeline to patient. Our mission is simple: to help our clients bring therapies to market faster and more efficiently, ultimately impacting patient lives.Norstella unites market-leading brands – Citeline, Evaluate, MMIT, Panalgo, Skipta and The Dedham Group and delivers must-have answers and insights, leveraging AI, for critical strategic, clinical, and commercial decision-making. We help our clients: Accelerate the drug development cycle Assess competition and bring the right drugs to market Make data driven commercial and financial decisionsMatch and recruit patients for clinical trialsIdentify and address barriers to therapiesNorstella serves most pharmaceutical and biotech companies around the world, along with regulators like the FDA, and payers. By providing critical proprietary data supporting AI-driven workflows, Norstella helps clients make decisions faster and with greater confidence. Norstella’s investments in AI are transforming how data is consumed and decisions are made, disrupting inefficient legacy workflows and helping the industry become more efficient, innovative, and responsive to patient needs.Job DescriptionThe Global L2 Manager is a senior operational leader responsible for overseeing Norstella’s Level 2 IT Operations function across multiple time zones, including India and North America. This role extends beyond technical escalation management and serves as a foundational pillar in maintaining operational stability, endpoint governance, identity administration, and office infrastructure reliability.The L2 Manager leads a distributed team of engineers who handle complex escalations from L1, advanced onboarding and offboarding tasks, Entra ID administration, and cross-system troubleshooting. This individual ensures seamless global coverage, consistent SLA performance, and strong escalation governance between L1, L2, and L3 teams.In addition to escalation leadership, the role owns the lifecycle of end-user devices globally, ensures compliance with endpoint standards, and maintains operational readiness across all Norstella office locations. The L2 Manager acts as both a technical authority and an operational strategist, driving efficiency, accountability, and continuous improvement.ResponsibilitiesGlobal L2 Operations Leadership: The L2 Manager oversees a globally distributed team, ensuring 24/5 coverage across regions and maintaining continuity of service across time zones. They are accountable for queue health, SLA compliance, ticket aging, and overall operational performance. This includes proactively identifying bottlenecks, managing workload distribution, and ensuring high-quality resolution of escalated incidents.Escalation & ServiceNow Governance The L2 Manager owns the escalation workflow within ServiceNow, ensuring proper triage, categorization, and documentation of advanced incidents. All escalations to L3 are reviewed for completeness and technical validity before transfer, maintaining operational integrity and reducing unnecessary upstream noise. This role also drives root cause analysis for recurring issues and partners with engineering teams to reduce repeat incidents through improved documentation, automation, or systemic fixes.Identity & Access Oversight (Entra ID / Azure AD) The L2 Manager governs advanced identity-related escalations, including account provisioning, access control validation, and complex onboarding/offboarding workflows. Working closely with Security and Infrastructure, this role ensures identity processes align with compliance standards and corporate policy.End-User Device Lifecycle Management The L2 Manager owns the global device lifecycle, including procurement coordination, imaging standards, provisioning, shipping logistics, recovery, and asset tracking. They ensure endpoint compliance standards are enforced (Intune, encryption, security agents) and that onboarding and offboarding processes are executed with precision and reliability.Office IT Infrastructure Ownership Beyond endpoint management, the L2 Manager is responsible for the operational readiness of all Norstella office environments globally. This includes oversight of internet circuits, ISP relationships, networking equipment, conference room AV systems, and local IT hardware. The role coordinates with facilities teams and external vendors to ensure uptime, resiliency, and professional workplace technology experiences.Onsite Leadership – London Office In addition to global responsibilities, the L2 Manager serves as the primary onsite IT leader for Norstella’s London office. This individual is the first point of escalation for in-person technical support, office infrastructure stability, conference room systems, executive support, and local user experience. The role requires a strong physical presence in the office, with a minimum expectation of four days per week onsite to ensure operational readiness, hands-on troubleshooting, vendor coordination, and direct partnership with business stakeholders. This onsite leadership ensures a high-quality employee technology experience while maintaining alignment with global IT standards and governance.Knowledge Management & Documentation Governance The L2 Manager establishes and enforces knowledge base standards for the L2 organization. They ensure that documentation is consistently updated, peer-reviewed, and leveraged to reduce ticket volume and increase first-touch resolution rates. This role also ensures effective knowledge transfer from L3 to L2 and fosters a culture of continuous learning and documentation maturity.Metrics, Reporting & Continuous Improvement The L2 Manager develops and tracks key operational metrics, including SLA adherence, escalation rates, reopen trends, queue aging, and first-touch resolution performance. Through data-driven insights, they identify automation opportunities and process improvements that enhance global service delivery. Regular reporting to IT leadership ensures transparency, accountability, and alignment with broader organizational objectives.Qualifications5–8+ years of IT Operations or ServiceDesk experience2–4+ years of leadership experience managing distributed teamsDeep understanding of ServiceNow incident and request workflowsStrong experience with Entra ID / Azure AD administrationExperience managing device lifecycle and endpoint compliance programsFamiliarity with office network infrastructure and ISP/vendor managementStrong analytical, communication, and leadership skillsSuccess in this role is demonstrated through sustained SLA performance, reduced unnecessary L3 escalations, mature and accurate knowledge documentation, strong endpoint compliance posture, stable global office infrastructure, and a highly capable, accountable L2 engineering team.Our Guiding Principles for success at Norstella01: Bold, Passionate, Mission-First 02: Integrity, Truth, Reality03: Kindness, Empathy, Grace04: Resilience, Mettle, Perseverance05: Humility, Gratitude, LearningBenefits25 days annual leave, 4 days for volunteering and a personal day5% pension matchGroup 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 IllnessNorstella is an equal opportunities employer and does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, color, nationality, ethnic or national origin, religion or belief, disability or age. Our ethos is to respect and value people’s differences, to help everyone achieve more at work as well as in their personal lives so that they feel proud of the part they play in our success. We believe that all decisions about people at work should be based on the individual’s abilities, skills, performance and behavior and our business requirements. Norstella operates a zero tolerance policy to any form of discrimination, abuse or harassment.Sometimes the best opportunities are hidden by self-doubt. We disqualify ourselves before we have the opportunity to be considered. Regardless of where you came from, how you identify, or the path that led you here- you are welcome. If you read this job description and feel passion and excitement, we’re just as excited about you. All legitimate roles with Norstella will be posted on Norstella’s job board which is located at norstella.com/careers. If a role is not posted on this job board, a candidate should assume the role is not a legitimate role with Norstella. Norstella is not responsible for an application that may be submitted by or through a third-party and candidates should proceed with extreme caution if a third-party approaches them about an open role with Norstella. Norstella will never ask for anything of value or any type of payment during or as part of any recruitment, interview, or pre-hire onboarding process. If you are aware of or have reason to believe a job posting purportedly for a role with Norstella is fraudulent or otherwise not authorized by Norstella, please contact the Company using the following email address: ApplicationHelp@norstella.com.
