Manager, IT

Thermo Fisher Scientific • Rochester, NY

2d • Onsite

About The Position

The Manager, IT manages deskside site support staff and provides daily IT leadership and hands-on support for regional key sites. The role supervises full-time employees and contingent workers, supports staff development and performance, and ensures the team follows global, regional, and local policies and quality and compliance objectives. It also oversees ticket queues, IT asset records, training requirements, and service metrics, and partners with IT leadership, business partners, internal support teams, and external vendors to address customer needs and improve processes.

The manager advises end users, including executives, on technology standards; supports mobile devices, wireless technology, audiovisual and computer equipment, and end-user accounts; and helps resolve issues involving business applications and a broad range of IT equipment. The role coordinates hardware and software improvements, upgrades, reconfigurations, and purchases, and provides hands-on assistance for servers and infrastructure. Up to 25% regional travel may be needed.

Requirements

• 7–10 years of demonstrated ability supporting IT Services infrastructure within a large environment.
• Experience leading projects and delegating daily work tasks under leadership direction.
• Experience deploying, supporting, and troubleshooting hardware such as workstations, servers, phones, mobile devices, printers, scanners, fax machines, and multifunction devices.
• Strong written and oral communication skills, including the ability to communicate with internal customers and all levels of management in non-technical terms.
• Strong customer focus and demonstrated ability to build strong working relationships.
• Strong time-management and prioritization skills, with a willingness to take ownership of issues and tasks.
• Completion of Thermo Fisher Management Courses or equivalent.
• Excellent organizational skills and the ability to handle multiple priorities.
• Excellent verbal and written communication skills and the ability to communicate effectively and professionally with diverse groups.
• Advanced knowledge of creating and maintaining management-level and detailed project plans.

Nice To Haves

• Knowledge of current Microsoft Teams Rooms video conference equipment.
• Bachelor’s degree preferred; a combination of experience and education will be considered.
• ITIL certification preferred.

Responsibilities

• Lead and supervise full-time employees and contingent workers, remotely or at the same location.
• Hold regularly scheduled one-on-ones, solicit staff career and development interests, provide improvement guidance, and track individual goals and projects.
• Complete performance reviews for full-time employees and assist with creating and updating personal development plans.
• Keep the team aligned with global, regional, and local policies and quality and compliance objectives.
• Ensure IT asset movements and updates are recorded so asset condition and location are current.
• Manage ticket creation, categorization, and prioritization, and provide deskside support and daily IT leadership guidance for regional key sites.
• Partner with IT Support Leadership and the Regional IT Manager to communicate customer concerns and recommend process and procedure improvements.
• Assist with global issues as needed and ensure organizational training requirements are current for self and staff.
• Monitor metrics and KPIs for timely customer assistance and measure team performance using ticketing-system metrics and other means.
• Maintain relationships with external vendors for technical support issues and claims.
• Build relationships with Corporate IT and Business IT resources and communicate professionally with diverse groups, including executives, managers, and domain experts.
• Advise end users, including executives, on technology standard processes and perform preventative maintenance consistent with Corporate IT standards and leadership recommendations.
• Create and maintain management-level and detailed project plans.
• Set up, support, and train end users on mobile devices and wireless technology.
• Set up audiovisual and computer equipment onsite or offsite as requested.
• Resolve user and business application issues.
• Administer end-user accounts, permissions, and access rights in accordance with privacy, security, change-control, and regulatory-compliance processes.
• Escalate as needed with third-party suppliers and internal IT teams to provide hands-on assistance for servers and infrastructure.
• Coordinate with business partners and other IT support teams to schedule and perform software and hardware improvements, upgrades, reconfigurations, and purchases.
• Interact with users and customers through different communication channels to identify problems and understand their needs.
• Deploy, support, and troubleshoot workstations, servers, phones, mobile devices, printers, scanners, fax machines, and multifunction devices.
• Analyze supported-device performance and identify and report issues to appropriate support groups.

Benefits

• Variable annual bonus based on company, team, and/or individual performance results, in accordance with company policy.
• Choice of national medical and dental plans and a national vision plan, including health incentive programs.
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement.
• At least 120 hours of paid time off and 10 paid holidays annually.
• Paid parental leave, including 3 weeks for bonding and 8 weeks for caregiver leave.
• Accident and life insurance, and short- and long-term disability, in accordance with company policy.
• Competitive 401(k) U.S. retirement savings plan.
• Employees’ Stock Purchase Plan, offering eligible colleagues the opportunity to purchase company stock at a discount.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed