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# Global Support Manager

- **Company:** Eurofins Scientific
- **Location:** Lancaster, UK
- **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 14, 2026
- **Apply:** https://www.careerjet.co.uk/job/gb4d82aaab34fd84ba068c89a06635211d/eaa

## 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.