Manager, Data Aggregation & Distribution L2 Support

We work with focus, agility, and shared purpose -- moving with urgency to address patient needs and accelerate the delivery of new therapies. We embrace bold thinking, adapt quickly to change, and continually raise the bar for the speed and quality of clinical research. We are expanding our team and seeking talented individuals to help drive industry leading innovation, With Heart(R).

About the Role

We are seeking a Manager for Data Aggregation & Distribution L2 Support to join our team. As a Manager for Data Aggregation & Distribution L2 Support, you will drive critical data operations that enable clinical research at scale. This position plays a key role in leading technical support teams, ensuring data pipeline reliability, maintaining regulatory compliance, and delivering exceptional service to internal and external stakeholders. You'll collaborate with cross-functional teams, establish best practices, and contribute to data platform excellence from strategy through execution. Responsibilities include overseeing L2 support operations, leading and developing high-performing teams, and driving continuous improvement across Azure, Databricks, Snowflake, Denodo, and Power BI environments.

You'll join a fast-paced, growth-oriented environment focused on making a meaningful impact through supporting data-driven clinical research, building technical excellence, and advancing data platform capabilities. With diverse teams and continuous learning opportunities, the Manager for Data Aggregation & Distribution L2 Support can explore career paths and expand skills across clinical research technology and data operations.

Key Responsibilities:

• Lead, manage, and develop a team of 14 L2 data support specialists, providing clear direction, coaching, and performance oversight to foster a high-performance culture.
• Oversee the triage, diagnosis, and resolution of data pipeline, ingestion, and distribution issues, acting as an escalation point for complex technical problems.
• Monitor support queue performance and service levels, ensuring timely issue resolution and maintaining agreed SLAs across all data platforms.
• Collaborate with internal stakeholders including platform data teams, data engineering, analytics, and business functions to identify requirements and resolve recurring issues.
• Identify opportunities to improve data support operations, pipeline reliability, and team efficiency through continuous process improvement and innovation.
• Maintain and enforce support procedures, runbooks, and escalation protocols while ensuring team adherence to IT procedures, quality standards, and data governance requirements.

You'll thrive in this role if you bring:

• Strong people management and team leadership capability with a proven track record of building and developing high-performing teams.
• Experience with cloud data platforms including Azure, Databricks, Snowflake, and Denodo, with hands-on knowledge of data pipeline monitoring and troubleshooting.
• The ability to collaborate across teams and communicate clearly with both technical and non-technical audiences.
• A data-focused mindset with strong attention to detail, analytical problem-solving skills, and the ability to manage competing priorities under pressure.
• Comfort working with ITSM platforms (e.g., ServiceNow), ticketing systems, and modern cloud-based solutions.

Required Qualifications:

• Bachelor's degree in computer science, Information Systems, Data Engineering, or a related technical field (or equivalent work experience).
• 2-5 years of demonstrated experience managing technical support or data operations teams, preferably in an enterprise or CRO environment.
• Hands-on experience with cloud data platforms, preferably Azure, Databricks, Snowflake, and Denodo.
• Proven experience supporting or operating within Medallion Architecture-based Data Lake environments.
• Track record of leading and developing teams of 10 or more technical staff.
• Strong communication, organization, and problem-solving skills.

Preferred Qualifications:

• Relevant cloud platform certifications (e.g., Microsoft Azure Data Engineer, Databricks Certified Associate).
• ITIL Foundation certification or equivalent service management qualification.
• Experience managing L2 support functions including escalation management and SLA ownership.
• Familiarity with GxP or regulated life sciences data environments.
• Experience with data governance and quality standards in enterprise environments.

We believe in flexibility, growth, and creating space for people to do their best work. Join us and be part of a team where your contributions help shape the future of clinical research.

If this job doesn't sound like the next step in your career, but perhaps you know of someone who'd be perfect fit, send them the link to apply!