Global IT Support Manager – Enterprise Apps

Eurofins BioPharma Product Testing North America; Lancaster (Lancaster County); On-site; USD 110,000 - 145,000; Full time

Benefits offered by this job

Med/dental/vision

Life and disability insurance

401(k) with company match

Paid vacation and holidays

Job summary

Eurofins USA BioPharma Services seeks a Global Support Manager to lead the operational support of our enterprise application portfolio and related teams. This role ensures stability, reliability, and performance of critical applications while guiding incident, service, and change management and contributing to project delivery and deployment initiatives.

You will collaborate with cross-functional teams to drive improvements, promote IT quality standards, and mentor staff across regions, with a

Qualifications

• B.S. or equivalent in Computer Science and/or Engineering.
• 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.

Responsibilities

• Lead our support teams in delivering consistent service quality and 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 IT Quality Assurance and ITSM standards and processes, including incident management, service management, and change management.
• 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 with implementation and support teams.
• Participate in regular site status, service review, and triage meetings to maintain visibility of operational health and risks across regions.
• Partner with Cloud Engineering, Development, and Support teams to promote well-planned production changes that align with change management standards.
• Provide leadership during major incidents and cross-application service disruptions, coordinating escalation, communications, root cause analysis, and corrective actions.

Skills

IT operations leadership

ITIL processes

Data analysis with SQL

Stakeholder communication

Agile / Kanban

Education

B.S. in Computer Science or Engineering

Tools

ServiceNow

BMC Helix

Azure DevOps

Grafana

Azure Monitor

SQL

Job description

Eurofins USA BioPharma Services seeks a Global Support Manager to lead the operational support of our enterprise application portfolio and related teams. This role ensures stability, reliability, and performance of critical applications while guiding incident, service, and change management and contributing to project delivery and deployment initiatives.

You will collaborate with cross-functional teams to drive improvements, promote IT quality standards, and mentor staff across regions, with a