Global Field Service Ops Manager - End-User IT

Perrigouk; Michigan; Hybrid; USD 110,000 - 150,000; Full time

Job summary

Perrigo is seeking a Manager, Global Field Service Operations to lead onsite IT support across offices, manufacturing facilities, and distribution centers worldwide. You will oversee internal staff and MSPs to ensure high-quality technical support, efficient service delivery, and a positive end-user experience.

In this role you will manage daily operations, allocate resources, monitor performance against SLAs and KPIs, and drive continuous improvement.

Qualifications

• Bachelor's degree in IT, CS, business, or equivalent experience.
• 7+ years in IT operations, field services, end-user computing, or workplace technology support.
• 3+ years leading technical teams and/or service providers.
• Experience supporting multi-site or global operations.
• Strong IT service management processes: incident, request, asset, and change management.
• Excellent communication, analytical, and stakeholder management skills.

Responsibilities

• Lead day-to-day field service support across global locations.
• Manage ticket queues, escalations, prioritization, and resolution performance.
• Ensure service requests and incidents are completed within SLAs and KPIs.
• Monitor service quality, resource capacity, and operational performance.
• Communicate effectively during major incidents and changes.
• Lead and develop Field Service team members and oversee MSP partners.
• Establish clear service expectations, priorities, and accountability measures.
• Conduct regular performance reviews with service providers.
• Support onboarding, training, and cross-functional knowledge sharing.
• Oversee deployment and support of end-user devices and workplace technology.
• Manage peripherals, printers, conference rooms, and collaboration tools.
• Partner with Asset Management to ensure accurate inventory and device lifecycle management.
• Identify opportunities to enhance service quality, efficiency, and user satisfaction.
• Standardize processes, documentation, and support procedures globally.
• Use service metrics and trends to drive operational improvements and root cause resolution.
• Collaborate with IT teams to improve support readiness and service delivery.

Skills

Leadership experience

Communication

Stakeholder management

Analytical skills

Global operations experience

Education

Bachelor's degree in IT/CS/Business or related field

Tools

ServiceNow

Microsoft 365

Intune

Teams Rooms

Job description

Perrigo is seeking a Manager, Global Field Service Operations to lead onsite IT support across offices, manufacturing facilities, and distribution centers worldwide. You will oversee internal staff and MSPs to ensure high-quality technical support, efficient service delivery, and a positive end-user experience.

In this role you will manage daily operations, allocate resources, monitor performance against SLAs and KPIs, and drive continuous improvement.