ICE Consulting - Managed IT for Life Sciences

IT Support

• Lead projects from initiation through execution, ensuring they meet defined scope, budget, and deadlines while adhering to quality standards.
• Develop comprehensive project plans that align with client requirements and company objectives.
• Coordinate and report project status to various stakeholders throughout all phases of the project.
• Continuously monitor project progress against milestones and deliverables.
• Proactively communicate with team members to identify challenges, devise solutions, and enhance processes.
• Analyze project economics, providing insights on cost benefits and return on investment.
• Manage change requests, scheduling meetings to discuss and implement approved changes.
• Oversee the procurement and delivery of necessary resources during the project lifecycle.

Technical Project Manager – IT Infrastructure

Business Development Rep

• Create and execute a unified sales and BD strategy for IMS/MSP solutions.
• Oversee and guide clients and prospects in the development of solution strategies with accountability for revenue and financial goals set by our CEO.
• Partner with internal leaders on identifying the right companies for alliances and partnerships.
• Provide thought leadership on the trends and opportunities in the IMS/MSP marketplace and sell a full portfolio of solutions (cloud/QA/mobile/web/managed services/consulting services)
• Understand end user decision making and influence how we best to generate revenue and adoption in the IMS/MSP industry ecosystem.
• Lead and manage change within own area of responsibility as well as oversee demand generation, lead qualification, and account penetration strategies
• Participate in local professional and industry organizations; attend conferences and meetings
• Respond to RFP’s write sales proposals and win contracts for long-term consulting opportunities
• Effectively sell to C-level executives among our clients and prospects
• Communicate effectively and be a master at translating technical jargon to non-technical audience

Business Development Manager

Manager

• Manage end-to-end service delivery for assigned global clients, ensuring SLA compliance and customer satisfaction.
• Coordinate with onsite, systems, and network teams to deliver seamless client support.
• Serve as an escalation point for service-impacting incidents, ensuring timely resolution and transparent communication.
• Conduct periodic service reviews and present KPIs, performance metrics, and improvement initiatives.
• Collaborate with Project Managers to review and refine all client communications before release.
• Lead and manage the Lahore-based Help Desk team, working closely with U.S.-based onsite engineers.
• Plan staffing schedules, allocate resources based on ticket volume, and ensure balanced workload distribution.
• Monitor ticket queues, shift coverage, and performance metrics to maintain high service standards.
• Provide coaching, mentoring, and training to develop team members’ technical and customer service skills.
• Oversee the full client onboarding lifecycle, including IT discovery, documentation, provisioning, and communication plans.
• Manage secure and efficient client offboarding processes with proper documentation and asset recovery.
• Partner with engineering and project teams to ensure seamless transitions and client satisfaction.
• Assist clients with gathering documentation for audits and compliance requirements (SOC 2, HIPAA, HITRUST, FDA, etc.).
• Ensure internal processes and communication align with industry standards and regulatory expectations.
• Conduct QA reviews of service tickets and client communications to ensure technical accuracy and service quality.
• Track performance metrics (KPIs, CSAT, SLA) to identify improvement areas.
• Enforce consistent use of templates, documentation standards, and internal knowledge base updates.
• Apply ITIL best practices across incident, request, change, and problem management processes.
• Use ITSM platforms (e.g., ConnectWise) for service delivery, reporting, and governance.

Technical Project Manager – IT Infrastructure

Business Development Manager

Service Desk Manager