Global Support Manager

📋 Description

• Lead our support teams in delivering consistent service quality, clear accountability, effective
• Foster a learning culture that strengthens technical troubleshooting, ITSM practices, customer
• Develop and coach support leads and team members through mentoring, performance feedback, knowledge
• Champion Eurofins IT Quality Assurance and ITSM standards and processes, including incident
• Monitor, analyze, and report on key support KPIs, service health metrics, and operational trends
• Drive successful onboarding of sites to our applications within agreed timelines using repeatable

🎯 Requirements

• B.S. or equivalent experience in Computer Science and/or Engineering
• Minimum 5+ years experience in IT operations or application support, with minimum 2 years in a
• Strong knowledge of ITIL processes (Incident, Problem, Change, Service Management)
• Proven experience in analyzing support data and driving improvements based on metrics
• Working knowledge of ITSM tools (ServiceNow, BMC Helix) and ALM tools (Azure DevOps)
• Experience with Agile, Kanban methodologies

🎁 Benefits

• Comprehensive medical, dental, and vision coverage
• Life and disability insurance
• 401(k) with company match
• Paid vacation and holidays