Global Support Manager

Job Description

Responsible 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.

Qualifications

Basic 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 Information

Position 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

Eurofins USA BioPharma Services is a Disabled and Veteran Equal Employment Opportunity employer.