Global Support Manager

Eurofins USA BioPharma Services•Lancaster, PA

About The Position

The Global Support Manager leads operational support for Eurofins’ enterprise application portfolio and associated support teams. The role ensures the stability, reliability, and performance of business-critical applications through effective incident, service, and problem management, and contributes to project delivery and software deployment initiatives in partnership with cross-functional teams. The manager establishes consistent service quality, accountability, regional coverage, and customer experience across supported applications and business areas. They develop team capabilities and leaders, champion IT Quality Assurance and ITSM standards, monitor operational performance, and drive continuous improvement. The role also supports site onboarding, production change planning, and leadership of major incidents and cross-application disruptions. This is a full-time position working Monday through Friday, 8:00 a.m. to 5:00 p.m., with additional hours as needed. Candidates living within commuting distance of Lancaster, Pennsylvania, are encouraged to apply.

Requirements

B.S. in Computer Science and/or Engineering, or equivalent experience in the field.
At least 5 years of experience in IT operations or application support, including at least 2 years in a leadership role.
Strong knowledge of ITIL processes, including Incident, Problem, Change, and Service Management.
Experience analyzing support data and driving improvements based on metrics and trends.
Working knowledge of ITSM tools such as ServiceNow or BMC Helix, and ALM tools such as Azure DevOps.
Experience with IT service methodologies such as Agile and Kanban.
Working experience with cloud technologies; Microsoft Azure is preferred.
Experience with observability tools such as Azure Monitor or Grafana.
Experience in larger IT organizations of over 300 people.
Good knowledge of databases and SQL, including ability to create and mine data, and write and execute SQL queries for data validation and verification.
Authorization to work indefinitely in the United States without restriction or sponsorship.
Excellent communication, leadership, and stakeholder management skills.
Ability to work in a complex international environment.
Strong organization skills and ability to follow actions through to completion.
Proactive, solution-oriented approach; anticipates issues and takes initiative to resolve them before escalation.
Calm under pressure and able to maintain clear thinking during high-stress incidents or outages.
Ability to communicate technical and non-technical information clearly to diverse audiences.
Attention to operational detail and accuracy in execution.
Adaptability and a positive attitude toward change in a dynamic environment.
Customer-focused approach that prioritizes user experience and business impact.

Nice To Haves

Laboratory domain experience.

Responsibilities

Lead support teams in delivering consistent service quality, clear accountability, effective regional coverage, and a reliable customer experience across supported applications and business areas.
Foster a learning culture that builds 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, service, and change management; define expected practices, assess adoption, and identify process gaps.
Monitor, analyze, and report support KPIs, service health metrics, and operational trends, driving accountability and continuous improvement.
Drive timely site onboarding to applications using repeatable processes and collaborating closely with implementation and support teams.
Participate in site status, service review, and triage meetings to track operational health, emerging risks, support trends, and business priorities across regions.
Partner with Cloud Engineering, Development, and Support teams to promote production changes that are well planned and aligned with change management standards.
Provide leadership during major incidents and cross-application service disruptions, coordinating escalations, stakeholder communications, service-impact tracking, root cause analysis, and corrective actions to minimize impact and prevent recurrence.