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    Eurofins

    Life Sciences

    Global Support Manager

    Lancaster, United StatesHybridFull-time5+ yrs experiencePosted 21h ago
    All Eurofins jobs

    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.

      Basic Minimum Education Qualifications:

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

      Basic Minimum Work Requirements:

      • Minimum 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. 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 escalate.
      • 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.

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

      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.

      Job details are sourced from the employer's original posting.

      Open job posting
      EU

      About the company

      Eurofins

      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 works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic, and labelling is accurate. Eurofins believes it is a global leader in food, environmental, pharmaceutical and cosmetics products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, CDMO, advanced material sciences and in the support of clinical studies. Eurofins PSS Insourcing has an exciting and rewarding opportunity for a Business Development Manager to join our team.  We are searching for a business development professional with proven experience selling and implementing high-value sales.  Someone who thrives on identifying and closing new business caring for the client through the process will succeed in this role. This position offers the excitement of hunting for new clients with the goal of diversifying our offerings and client base as well as the opportunity to foster and expand partnerships with key clients.  This is a hybrid role working remotely from a home office, travelling locally and within the region for prospect and current client meetings as well as full days spent at current client sites to maximize networking and relationship building opportunities. A successful candidate will have a proven track record and is comfortable reaching out to and meeting with high level decision makers including C-Suite.  This position will manage the strategic sales process including identifying client needs, defining and presenting how PSS can address them, as well as managing the implementation process for new programs. If you’re looking for a rewarding career, a place to call home, apply with us today! 

      View all Eurofins jobs
      Industry
      Life Sciences
      Open roles
      2354

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