IT Manager - GTS Site Support

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.