Global Support Manager

SmartRecruiters, Inc.; Lancaster (Lancaster County); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Medical, dental, vision

Life & disability insurance

401(k) with company match

Paid vacation & holidays

Job summary

Eurofins Scientific is seeking a Global Support Manager to lead the operational support of our enterprise application portfolio. You will drive stability, reliability, and performance of business-critical applications through effective incident, service, and problem management across regions.

You will champion ITIL/ITSM standards, mentor support leads, monitor KPIs, and collaborate with Cloud Engineering, Development, and Support teams to plan production changes and continuous improvement.

Qualifications

• BS in Computer Science or Engineering
• 5+ years in IT operations with 2+ years in a leadership role
• Knowledge of ITIL processes (Incidents, Problems, Changes)
• Experience with ITSM (ServiceNow, BMC Helix) and ALM Tools (Azure DevOps)
• Familiarity with Agile/Scrum/Kanban
• Cloud experience (Azure)
• Observability tools like Azure Monitor, Grafana
• Experience in large IT organizations (>300 people)
• Database & SQL knowledge for data validation

Responsibilities

• Lead support teams to deliver consistent service quality and customer experience across applications.
• Foster a learning culture with ITIL/ITSM, documentation, and cross-application knowledge.
• Coach support leads and teams through mentoring and career development.
• Champion IT Quality Assurance and ITSM standards and processes (incident, service, change).
• Monitor KPIs, service health metrics, and operational trends for improvement.
• Oversee onboarding of sites to applications using repeatable processes with implementation teams.
• Participate in site status, service reviews, and triage meetings for visibility.
• Collaborate with Cloud Engineering, Development, and Support for production changes.
• Provide leadership during major incidents and coordinate escalations and root-cause actions.

Skills

ITIL processes

Data analytics

ITSM tools

Azure DevOps

Agile / Kanban

Azure

Observability tools

SQL / Database

US work authorization

Laboratory domain experience

Education

B.S. in Computer Science or Engineering

Tools

ServiceNow

BMC Helix

Azure DevOps

Azure Monitor

Grafana

Job description

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.

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.

Qualifications

Basic Minimum Education Qualifications:

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

Basic Minimum Work Requirements:

• Minimum5+ 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 elevate.
• 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.

Additional Information

Position is full-timeworking Monday - Friday 08:00am - 5:00 pm, additional hours as needed. Candidates currently living within a commutable distance of Lancaster, PA.

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

Eurofins USA BioPharma Services is a Disabled and Veteran Equal Employment Opportunity employer.