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 is responsible for 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 collaboration with cross-functional teams. The manager leads support teams to provide consistent service quality, clear accountability, effective regional coverage, and a reliable customer experience. The role builds team capabilities through coaching, mentoring, performance feedback, knowledge sharing, and career development; promotes IT Quality Assurance and ITSM standards; and monitors service metrics and operational trends to drive accountability and continuous improvement. The position also supports site onboarding, production change planning, operational reviews, and leadership of major incidents and cross-application service disruptions. Eurofins Scientific is an international life sciences company providing analytical testing services across multiple industries. It has 58,000 staff across a network of 900 laboratories in more than 54 countries.

Requirements

B.S. or equivalent experience in Computer Science and/or Engineering.
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.
Proven 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 the ability to create and mine data using SQL queries and write and execute queries for data validation and verification.
Authorization to work in the United States indefinitely without restriction or sponsorship.
Excellent communication, leadership, and stakeholder management skills.
Ability to work in a complex international environment.
Strong organizational skills and ability to follow actions through to completion.
Proactive and solution-oriented approach, with the ability to anticipate and resolve issues before they escalate.
Ability to remain composed and think clearly 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 in a dynamic environment and a positive approach to change.
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 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, service, and change management; define expected practices, assess adoption, and identify process gaps.
Monitor, analyze, and report on support KPIs, service health metrics, and operational trends, driving accountability and continuous improvement.
Drive successful site onboarding to applications within agreed timelines using repeatable processes and close collaboration with implementation and support teams.
Participate in 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 production changes that are well planned and aligned with change management standards.
Provide leadership during major incidents and cross-application service disruptions.
Coordinate escalations, stakeholder communication, service-impact tracking, root cause analysis, and corrective actions to minimize business impact and prevent recurrence.