General Information

Location: Princeton, NJ

Organization: WCG

Job Type: Full Time - Regular

Description and Requirements


WCG provides services to organizations that strive to develop new products and therapies to improve the quality of human health. We made significant contributions toward the facilitation of clinical trials, which led to the development of covid-19 vaccines. And by doing so, we touched the lives in some way or another of almost every person on the planet. Pretty cool, huh? Well, that is the type of impact you can make as a member of the WCG team!  

For more information, please visit our website. 


To be considered for U.S.-based positions unless currently employed by WCG, where permitted by applicable law (including any applicable reasonable accommodation, medical or religious exemption), candidates must have received or be willing to receive the COVID-19 vaccine prior to their start date.


The Director, Tier 3 Support, Monitoring and Operational Metrics will lead teams, comprised of employee and offshore provider Tier 3 production support specialists, providing critical support for all of the WCG business units across all of the applications within the portfolio.  This role will be expected to be within commuting distance to Princeton, NJ and will be in the office two days per month. This role will drive the selection and rollout of a common production monitoring platform.  The Director will also compile a common set of KPIs / metrics which will be reported at the senior most levels, driving operational excellence throughout the organization.  This role will lead ongoing improvement projects, ensuring they are completed on time and within budget.


A Bachelor’s degree in Computer Science or similar degree preferred, or a combination of education, skills and related experience


Relevant technology certifications a plus


  • 10+ years overseeing IT teams/organizations to include 7+ years managing both employees and vendors, especially offshore providers
  • Pharmaceutical and/or CRO industry experience a plus
  • Experience managing multiple support teams
  • Experience with web and mobile technologies
  • Experience supporting a broad range of technologies including .NET, Java, SQL Server, IIS, hosted solutions, data warehousing, business intelligence and cloud technologies
  • Hands-on production support/troubleshooting experience
  • Strong leadership qualities with the ability to work collaboratively within the organization
  • Ability to operate in a fast-paced environment, managing multiple priorities at once
  • Metrics driven individual, understanding the importance of utilizing empirical data to drive operational excellence
  • Strong oral and written communication skills
  • Strong interpersonal skills and problem solving/decision making skills
  • Outstanding customer service and interaction skills
  • Strong analytical and organizational skills


To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.  The requirements listed below are representative of the knowledge, skills, and/or ability required.

  • Drive operational excellence regarding Tier 3 support efforts, managing to KPIs and SLAs, while fostering a culture of continuous improvement, accountability and operational excellence across all team members
  • Drive performance analysis and optimization efforts
  • Collaborate with IT peers to define and execute the IT roadmap
  • Establish and report monthly SLAs and KPIs in order to gauge performance of the team, while fostering a continuous improvement mentality across all team members
  • Interact cross-functionally with other business units and customers
  • Work with 3rd party vendors/consultants and make certain that knowledge sharing and transfer occurs with internal resources
  • Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here.
  • Attendance and punctuality are essential functions of the position.


  • Lead and mentor teams of highly skilled technical support professionals
  • Lead and manage offshore technical support team members
  • Support needs for staffing, resource and project planning, deliverable management, training and career development
  • Manage budgetary parameters by effectively forecasting work, assigning resources, and reviewing and approving monthly invoices from strategic partners; identify areas of efficiency in resource utilization.


Both domestic and international travel required as needed, estimated at 10%.


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to perform sedentary work which includes sitting for long periods of time and occasionally required to lift 25lbs (11.3 kg). Further guidance on physical activities, requirements, visual acuity, and working conditions is available in HCM.

Tasks, duties, and responsibilities as listed in this job description are not exhaustive. The Company, at its sole discretion and with no prior notice, may assign other tasks, duties, and job responsibilities. Equivalent experience, skills, and/or education will also be considered so qualifications of incumbents may differ from those listed in the Position Description. The Company, at its sole discretion, will determine what constitutes as equivalent to the qualifications described above. Further, nothing contained herein should be construed to create an employment contract. Occasionally, required skills/experiences for jobs are expressed in brief terms.

WCG is proud to be an equal opportunity employer – Qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, marital status, disability, veteran status or any other status protected by law.