Manager - Site Support

8 - 10 years experience  • 

Salary depends on experience
Posted on 02/23/18
8 - 10 years experience
Salary depends on experience
Posted on 02/23/18

Job Description
Manager – Hillsboro/West Site Support (Global Infrastructure Services)

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

The Site Support Manager will manage day-to-day activities of Global Infrastructure Services Site Support staff for Hillsboro, OR. Key accountabilities of this role include: providing excellent customer satisfaction in all interactions, and training/influencing/enforcing customer-centric behavior in all Site Support staff (including managed service provider – working with appropriate management counterpart, where necessary action is needed). Also includes managing and coordinating urgent and complicated support issues, and acting as escalation point for requests and incidents.

Key Responsibilities:
· Manage and coordinate urgent and complicated support issues
· Act as escalation point for requests and incidents
· Train, coach, mentor and manage technical support staff members at multiple sites within their sub region
· Provide constant process improvement for technical support, including working with Service Desk and Procurement teams to improve processes that span all teams, and including formulation of business enhancing projects
· Manage personnel activities of staff (i.e. hires, appraisals, rewards, disciplines, terminations as necessary), and work closely with vendor counterpart managing personnel activities of managed service provider staff
· Manage staff scheduling to ensure technical support coverage during business hours and on-call support as required
· Provide communications to Regional Sr. Manager(s), Site IT Manager(s), and any applicable Business Manager(s), etc. on IT updates, outages, issue, and best practices
· Meet the timelines of any projects and assigned tasks
· Maintain Service Level Agreements (SLAs) and look for ways to improve performance of Technical Support Team
· Provide excellent customer satisfaction in all interactions, and train/influence/enforce behavior in all site support staff (including managed service provider – working with that counterpart, where necessary action is needed)
· Implement SOP’s (Standard Operating Procedures) for technical support staff, working with other GIS teams, where necessary
· Provide management and staff with detailed reports, when needed
· Ability to work with staff with all levels of technical experience
· Maintain awareness of new and emerging technologies and products provided by IT

Knowledge, Skills and Abilities:
· Working knowledge with PC/laptop hardware, printers, software and peripherals
· Working knowledge of Microsoft office products
· Demonstrated ability to communicate well with IT and non-iT users on difficult IT issues
· Ability to work with staff with varying levels of technical experience
· Detail oriented and able to work under pressure
· Must possess the ability to be a champion of new technologies being deployed
· Must possess strong negotiation skills, solid business acumen, and the ability to make difficult decisions
· Must be organized, have attention to detail, and be able to prioritize and multi-task effectively
· Must be self-starter, able to drive results
· Must be available to work non-standard hours
· Must have high-energy work ethic
· Strong management and motivational skills
· Strong communication and presentation skills
· Must be able to maintain a high-level of confidentiality

Qualifications:
· Bachelor’s degree in an appropriate field or equivalent work experience
· 8+ years of related work experience
· Equivalent combination of experience and education will be considered
· 5+ years’ work experience managing IT Technical Support/Help Desk staff or equivalent prior work experience managing mission-critical, high-pressure environments
· ITIL Certification a Plus
· Microsoft, Cisco, and/or CompTIA certifications preferred
· Project coordination/management experience a plus

62750BR

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