Job DescriptionResponsible for leading the operational support of our enterprise application portfolio and associated support teams. This role is critical in ensuring the stability, reliability, and performance of business-critical applications through effective incident, service, and problem management. In this role you will also contribute to project delivery and software deployment initiatives, working closely with cross-functional teams to support business objectives.
Global Support Manager Duties Include but are not Limited to the Following:- Lead our support teams in delivering consistent service quality, clear accountability, effective regional coverage, and a reliable customer experience across all supported applications and business areas.
- Foster a learning culture that strengthens technical troubleshooting, ITSM practices, customer communication, documentation, leadership, and cross-application knowledge.
- Develop and coach support leads and team members through mentoring, performance feedback, knowledge sharing, and career development.
- Champion Eurofins IT Quality Assurance and ITSM standards and processes, including incident management, service management, and change management. Define expected practices, assess adoption, and identify process gaps.
- Monitor, analyze, and report on key support KPIs, service health metrics, and operational trends, driving accountability and continuous improvement across support teams.
- Drive successful onboarding of sites to our applications within agreed timelines using repeatable processes through close collaboration with implementation and support teams.
- Participate in regular site status, service review, and triage meetings to maintain visibility of operational health, emerging risks, support trends, and business priorities across regions.
- Partner with Cloud Engineering, Development, and Support teams to promote well-planned production changes that align with established change management standards.
- Provide leadership during major incidents and cross-application service disruptions. Coordinate escalation activities, stakeholder communication, service-impact tracking, root cause analysis, and corrective actions to minimize business impact and prevent recurrence.
QualificationsBasic Minimum Education Qualifications:- B.S. or equivalent experience in the field of Computer Science and/or Engineering
Basic Minimum Work Requirements:- Minimum 5+ years of experience in IT operations or application support, with minimum 2 years in a leadership role.
- Strong knowledge of ITIL processes (Incident, Problem, Change, and Service Management).
- Proven experience in analyzing support data and driving improvements based on metrics and trends.
- Working knowledge on ITSM (ServiceNow, BMC Helix) and ALM Tools (Azure DevOps)
- Experience with IT service methodologies such as Agile, Kanban
- Working experience with Cloud (preferably Microsoft Azure)
- Experience with observability tools (Azure Monitor, Grafana)
- Experience in larger IT organizations (over 300 people)
- Laboratory domain experience would be an advantage
- Good knowledge in Database & SQL. Ability to create & mine data using SQL queries. Ability to write and execute SQL queries for data validation and verification
- Authorization to work in the United States indefinitely without restriction or sponsorship
The Ideal Candidate Possesses the Following:- Excellent communication, leadership, and stakeholder management skills.
- Ability to work in a complex international environment.
- Strong organization skills, to follow actions to completion
- Proactive and Solution-Oriented: Anticipates issues and takes initiative to resolve them before they escalate.
- Calm Under Pressure: Maintains composure and clear thinking during high-stress incidents or outages.
- Strong Communicator: Clearly conveys technical and non-technical information to diverse audiences.
- Detail-Oriented: Pays close attention to operational nuances and ensures accuracy in execution.
- Adaptable: Thrives in a dynamic environment and embraces change with a positive attitude.
- Customer-Focused: Keeps user experience and business impact at the forefront of all decisions.
Additional InformationPosition is
full-time working Monday - Friday 08:00am - 5:00 pm, additional hours as needed. Candidates currently living within a commutable distance of Lancaster, PA are encouraged to apply.
Excellent full-time benefits including:
- Comprehensive medical coverage, dental, and vision options
- Life and disability insurance
- 401(k) with company match
- Paid vacation and holidays
