Global IT Support & Incident Manager

Eurofins; Pennsylvania; Vor Ort; USD 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Comprehensive medical coverage

Dental and vision options

Life and disability insurance

401(k) with company match

Paid vacation and holidays

Zusammenfassung

Eurofins USA BioPharma Services seeks a Global Support Manager to lead IT operations and application support across regions. You will ensure stability, reliability, and performance of critical applications, promote ITSM best practices, and drive ongoing improvements.

The role requires strong leadership, cloud experience with Azure, and data-driven decision making in a complex international environment. Lancaster, PA-based, full-time with standard business hours and additional hours as needed.

Qualifikationen

• B.S. or equivalent in Computer Science and/or Engineering.
• 5+ years in IT operations or application support, with 2+ years in a leadership role.
• Strong knowledge of ITIL processes (Incident, Problem, Change, Service Management).
• Experience with ITSM (ServiceNow, BMC Helix) and ALM Tools (Azure DevOps).
• Experience with Azure Cloud and observability tools (Azure Monitor, Grafana).
• Knowledge of SQL and data validation using queries.
• Authorization to work in the United States indefinitely without sponsorship.

Aufgaben

• Lead IT support teams to deliver consistent service quality and reliable customer experience.
• Champion ITIL and ITSM standards across regions and applications.
• Monitor KPIs and drive continuous improvement in support operations.
• Coordinate onboarding of sites to applications with implementation and support teams.
• Provide leadership during major incidents and coordinate escalations and root-cause analysis.

Kenntnisse

Leadership

ITIL

Data analysis

Azure

Observability

Agile/Kanban

Stakeholder management

Communication

Documentation

Ausbildung

B.S./B.Sc. in CS/Engineering

Tools

ServiceNow

BMC Helix

Azure DevOps

Azure Monitor

Grafana

Jobbeschreibung

Eurofins USA BioPharma Services seeks a Global Support Manager to lead IT operations and application support across regions. You will ensure stability, reliability, and performance of critical applications, promote ITSM best practices, and drive ongoing improvements.

The role requires strong leadership, cloud experience with Azure, and data-driven decision making in a complex international environment. Lancaster, PA-based, full-time with standard business hours and additional hours as needed.