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.
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.
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.