Manager - Deskside Support

Perrigo Company; Michigan; Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Total Rewards

Flexible hybrid work environment

Two days from home per week

Job summary

Perrigo is seeking a Manager, Global Field Service Operations to lead its onsite IT support across offices, manufacturing facilities, and distribution centers worldwide. You will oversee internal staff and MSPs to deliver high-quality support, manage SLAs, and drive continuous improvements.

The role requires multi-site experience, strong ITSM knowledge, and excellent stakeholder management. A hybrid work environment with potential travel aligns with Perrigo's global operations.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business or related field or equivalent experience.
• 7+ years in IT operations, field services, end-user computing or workplace technology support.
• 3+ years of leadership experience and managing technical teams/service providers.
• Experience supporting multi-site or global operations.
• Strong IT service management knowledge including incident, request, asset and change management.
• Excellent communication, analytical and stakeholder management skills.

Responsibilities

• Lead day-to-day field service support activities across global locations.
• Manage ticket queues, escalations, prioritization and resolution performance.
• Ensure requests and incidents meet SLAs and KPIs.
• Monitor service quality, capacity and performance.
• Communicate during major incidents and changes.
• Lead Field Service team members and MSP partners.
• Oversee deployment and support of end-user devices and workplace tech.
• Collaborate with Asset Management for inventory and lifecycle management.
• Identify opportunities to improve service quality and standardization.
• Provide regular reporting on performance, risks and improvements.

Skills

IT operations

Field services

End-user computing

Leadership

Stakeholder management

Education

Bachelor's degree in IT/CS/Business

Tools

ServiceNow

Microsoft 365

Intune

Teams Rooms

Job description

At Perrigo, we are driven by our mission to Makes Lives Better Through Trusted Health and Wellness Solutions, Accessible to All. We are proud to be a Top 10 player in the European Consumer Self-Care market and the largest U.S. store brand provider of over the counter and infant formula. Dedicated to providing The Best Self-Care for Everyone, we are the people behind the brands you trust. We are Opill®, Compeed®, Solpadeine®, NiQuitin®, and many more. We Are Perrigo. We are committed to enhancing the wellbeing of our colleagues and consumers alike. We pride ourselves on fostering an inclusive, collaborative culture where each person can experience a sense of belonging.

Join us on our One Perrigo journey as we evolve to win in self-care.

Description Overview

The Manager, Global Field Service Operations leads Perrigo’s onsite IT support function across offices, manufacturing facilities, and distribution centers worldwide. This role oversees both internal team members and managed service providers (MSPs) to ensure high-quality technical support, efficient service delivery, and a positive end-user experience.

The position is responsible for daily operations, resource management, service performance, continuous improvement initiatives, and maintaining service levels across multiple locations. Occasional travel may be required.

Scope of the Role

Service Operations

• Lead day-to-day field service support activities across global locations.
• Manage ticket queues, escalations, prioritization, and resolution performance.
• Ensure service requests and incidents are completed within established SLAs and KPIs.
• Monitor service quality, resource capacity, and operational performance.
• Communicate effectively during major incidents and support-related changes.

Team & Vendor Leadership

• 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.

End User & Workplace Technology Support

• Oversee deployment, replacement, and support of end-user devices and workplace technology.
• Manage support for peripherals, printers, conference rooms, and collaboration tools.
• Partner with Asset Management to ensure accurate inventory and device lifecycle management.

Continuous Improvement

• 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.

Stakeholder Management

• Serve as a key partner to IT teams, site leadership, business stakeholders and service providers.
• Support technology deployments, refresh initiatives, office moves, and other site-based projects.
• Provide regular reporting on service performance, risks, and improvement initiatives.

Experience Required

• Bachelor's degree in Information Technology, Computer Science, Business or a related field, or equivalent experience.
• 7+ years of experience in IT operations, field services, end-user computing or workplace technology support.
• 3+ years of leadership experience, including managing technical teams and/or service providers.
• Experience supporting multi-site or global operations.
• Strong understanding of IT service management processes, including incident, request, asset and change management.
• Excellent communication, analytical and stakeholder management skills.

Preferred

• Experience supporting manufacturing, warehouse or 24/7 operational environments.
• Experience with ServiceNow or similar IT service management platforms.
• Knowledge of Microsoft 365, Intune, Teams Rooms, endpoint management and device lifecycle processes.
• ITIL certification.
• Experience managing global managed service providers.

What Success Looks Like

• Consistent achievement of service level targets and operational metrics.
• Strong customer satisfaction and reliable onsite support delivery.
• Effective management of ticket backlogs, escalations and resource utilisation.
• Successful execution of device refreshes, deployments and workplace technology initiatives.
• Continuous improvement in service quality, efficiency and standardisation.

Work Environment

This role requires regular engagement with onsite teams and business stakeholders and offers a flexible hybrid work environment. Some domestic and international travel may be required to support business needs and global operations.

Benefits

We believe our people are our greatest asset. Alongside competitive compensation, we offer benefits tailored to supporting you and your family as well as career development opportunities to ensure you feel valued and supported, both professionally and personally.

Find out more about Total Rewards at Perrigo.

Hybrid Working Approach

We love our offices and the setting they provide for in-person collaboration and celebration. But we also appreciate the opportunity to work remotely can energise you too, so we promote flexibility with the ability to work two days a week from home in many roles.

We are proud to be included in the Forbes list of "America's Best Employers by State 2024". Find out more here.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other characteristic protected by law. #weareperrigo