Global Support Manager

Eurofins Scientific SE; Lancaster; On-site; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Comprehensive medical coverage

Life and disability insurance

401(k) with company match

Job summary

Eurofins Scientific is seeking an experienced Global Support Manager to lead operational support of our enterprise application portfolio. You will guide incident, service, and problem management, while coordinating with Cloud Engineering, Development, and Support teams to enable reliable production changes.

The role emphasizes leadership, ITIL governance, and data-driven improvements across regions, with a focus on high service quality and measurable KPIs.

Qualifications

• BS in Computer Science or Engineering or equivalent.
• Minimum 5+ years in IT operations or application support; at least 2 years in a leadership role.
• Strong knowledge of ITIL processes (Incident, Problem, Change, Service Management).
• Experience with ITSM tools (ServiceNow, BMC Helix) and ALM tools (Azure DevOps).
• Experience with Agile/Kanban and cloud environments (Azure).
• Experience with observability tools (Azure Monitor, Grafana) and data analysis using SQL.

Responsibilities

• Lead support teams to deliver consistent service quality and regional coverage.
• Champion ITSM standards including incident, problem, change, and service management.
• Monitor KPIs and drive improvements across support teams.
• Coordinate major incidents and cross-application service disruptions with effective communication.
• Support onboarding of sites to applications with repeatable processes.
• Participate in regular site status and service review meetings to maintain operational health.

Skills

Leadership

ITIL/ITSM

Cloud Azure

Observability tools

SQL & Data

Stakeholder management

Education

BS in Computer Science/Engineering

Tools

ServiceNow

BMC Helix

Azure DevOps

Azure Monitor

Grafana

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.

Basic Minimum Work Requirements:

• B.S. or equivalent experience in the field of Computer Science and/or Engineering
• 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 escalated.
• 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.

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate.

The Eurofins network of companies is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organisation services. It is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organisations. It also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products. In over 30 years, Eurofins has grown from one laboratory in Nantes, France to 58,000 staff across a decentralised and entrepreneurial network of 900 laboratories in over 54 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

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