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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Global Support Manager - **Company:** EUROFINS - **Location:** Lancaster, PA, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Agile Methodology, Application Services, Microsoft Azure, Cloud Computing, Cloud Engineering, Data Validation, Data Mining, Information Technology Operations, Software Deployment, SQL Databases, Grafana, Servicenow - **Published:** October 1, 2026 - **Apply:** https://jobs.smartrecruiters.com/Eurofins/744000152779270-global-support-manager ## About the Role + 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. ## 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Monitoring as Code - Managing your dashboards at scale](https://www.wearedevelopers.com/videos/753-monitoring-as-code-managing-your-dashboards-at-scale) - [Data Science on Software Data](https://www.wearedevelopers.com/videos/162-data-science-on-software-data) - [Robots are coming into the wild! 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