IT Manager - GTS Site Support

This job is with Thermo Fisher Scientific, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ business community. Please do not contact the recruiter directly.

Work Schedule

First Shift (Days)

Environmental Conditions

Fluctuating Temps hot/cold, Laboratory Setting, Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.), Warehouse

Job Description

Position Description

Manage a hardworking team committed to delivering excellent deskside support. An exceptional chance to define a major impact, ensuring flawless IT operations at critical U.S. locations. Collaborate with a dynamic team to achieve outstanding performance.

Key Responsibilities

• Management
  
  

Lead and supervise FTEs and contingent workers, both remotely and on-site.

• Conduct regular one-on-one meetings to provide career development feedback and track progress on individual goals and projects.
  
  

Complete performance reviews and assist in crafting and updating personal development plans.

• Ensure compliance with global, regional, and local policies, maintaining quality and meeting objectives.
  
  

Coordinate IT asset management, ensuring accurate records of all updates and movements.

• Manage ticket queues, including creation, categorization, and prioritization.
  
  

Offer deskside support and daily IT leadership mentorship for regional key sites.

• Collaborate with IT Support Leadership and Regional IT Managers to drive process improvements.
  
  

Ensure training requirements are met and up to date for yourself and your team.

• Monitor and analyze metrics to ensure timely assistance to customers, using data from ticketing systems and other sources.
  
  

Maintain and develop relationships with external vendors for technical support.

• Communicate effectively with senior management and build positive relationships within the organization.
  
  

Share standard processes and tips for preventive maintenance with end users, including executives.

• Travel up to 25% as needed to support regional sites.
• Technical
  
  

Setup, support, and train end-users on mobile devices and wireless technology.

• Setup audio/visual and computer equipment for on-site and off-site events.
  
  

Provide resolutions for user and business application issues.

• Manage end-user accounts, permissions, and access rights, ensuring compliance with privacy, security, and regulatory standards.
  
  

Collaborate with third-party suppliers and internal IT teams for server and phone support.

• Collaborate with business partners and IT support teams to schedule and perform software and hardware upgrades.
  
  

Interact with users to identify and address their IT needs and problems.

• Deploy, support, and troubleshoot issues with a variety of IT equipment, including workstations and multifunction devices.
  
  

Analyze device performance and report issues to the appropriate support groups.

Qualifications

• 7-10 years of experience supporting IT Services infrastructure within a large environment.
• Proven experience leading projects and delegating daily work tasks under the direction of leadership.
• Demonstrated expertise in deploying, supporting, and resolving issues with hardware such as workstations, servers, phones, mobile devices, printers, scanners, and multifunction devices.
• Strong written and oral communication skills, with the ability to collaborate effectively with internal customers and all levels of management.
• Strong customer focus and proven ability to build strong working relationships.
• Outstanding time management skills, prioritization abilities, and a "take ownership" mentality.
• Completion of Thermo Fisher Management Courses or equivalent experience.
• Knowledge of current Cisco video conference equipment.
• Bachelor’s Degree or equivalent experience preferred, but a combination of experience and education will be considered.
• ITIL certification preferred.