Global Application Support Leader

Eurofins BioPharma Product Testing North America

Lancaster (Lancaster County)

On-site

USD 90,000 - 130,000

Full time

2 days ago

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Benefits offered by this job

Medical, dental, vision insurance

Life and disability insurance

401(k) with company match

Paid vacation and holidays

Job summary

Eurofins USA BioPharma Services is seeking an experienced Global Support Manager to lead the operational support of our enterprise application portfolio and related support teams. You will ensure stability, reliability, and performance of critical applications, while driving incident, service, and problem management in partnership with cross-functional teams.

You will guide IT quality assurance and ITSM adoption, analyze support data, and coordinate production changes with Cloud Engineering and

Qualifications

B.S. or equivalent in Computer Science or Engineering.
Minimum 5+ years of IT operations or application support experience, with at least 2 years in a leadership role.
Strong knowledge of ITIL processes (Incident, Problem, Change, Service Management).
Experience with ITSM tools such as ServiceNow and BMC Helix, and ALM tools like Azure DevOps.
Familiarity with Agile or Kanban methodologies and cloud platforms (Azure).
Experience with observability tools (Azure Monitor, Grafana) and large IT organizations (≥300 people).
Solid SQL skills for data analysis and validation.
Ability to work in a global, cross-functional environment and Authorization to work in the United States without sponsorship.

Responsibilities

Lead IT support teams to ensure consistent service quality and reliable customer experience across applications.
Foster a culture of technical troubleshooting, ITSM practices, documentation, and cross-application knowledge.
Coach and develop support leads and team members through feedback and mentoring.
Champion ITIL and ITSM standards, define practices, and identify gaps for improvement.
Monitor KPIs and operational trends, driving continuous improvement across regions.
Onboard sites to applications with repeatable, timely processes in collaboration with implementation teams.
Participate in site status and service review meetings to maintain visibility of health and risks.
Coordinate production changes with Cloud Engineering and Development teams under change management.
Provide leadership during major incidents and coordinate escalation, RCA, and corrective actions.