Global Support Manager
Eurofins Agroscience Services North Carolina
Eurofins seeks a Global Support Manager to lead operational support teams for enterprise applications in Lancaster, PA. The role involves managing incident and service operations, coaching support staff, driving process improvements, and ensuring business-critical application reliability across global regions.
Responsibilities
- Lead support teams to deliver consistent service quality, regional coverage, and reliable customer experience
- Develop and mentor support leads through performance feedback, knowledge sharing, and career development
- Monitor support KPIs and operational metrics; drive continuous improvement initiatives
- Manage major incidents and cross-application outages; coordinate escalations and root cause analysis
- Partner with development and cloud engineering teams on production changes and site onboarding
Requirements
- Bachelor's degree in Computer Science, Engineering, or equivalent professional experience
- 5+ years IT operations or application support experience; 2+ years in leadership role
- Strong ITIL knowledge across incident, problem, change, and service management
- Experience with ITSM platforms (ServiceNow, BMC Helix) and ALM tools (Azure DevOps)
- Proficiency with cloud platforms (Microsoft Azure) and observability tools (Azure Monitor, Grafana)
- SQL and database knowledge for data analysis and query execution
- Authorization to work in United States without sponsorship
Vacancy posted 6 days ago
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