Thermo Fisher Scientific Sr. Site Support Manager in Carlsbad, California

Job Description

Sr. Site Support Manager – Carlsbad/West Site Support (Global Infrastructure Services)

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

The Site Support Manager will manage day-to-day activities of Global Infrastructure Services Site Support staff for the western region, including Carlsbad, CA. Key accountabilities of this role include: providing excellent customer satisfaction in all interactions, and training/influencing/enforcing customer-centric behavior in all Site Support staff (including managed service provider – working with appropriate management counterpart, where necessary action is needed). Also includes managing and coordinating urgent and complicated support issues, and acting as escalation point for requests and incidents.

Major Job Functions

· Manage and coordinate urgent and complicated support issues

· Act as escalation point for requests and incidents

· Train, coach, mentor and manage technical support staff members at multiple sites within their sub region

· Provide hands-on technical leadership to the technical support staff

· Provide constant process improvement for technical support to include formulation of business enhancing projects

· Manage personnel activities of staff (i.e. hires, appraisals, rewards, disciplines, terminations as necessary)

· Manage staff scheduling to ensure technical support coverage during business hours and on-call support as required

· Provide communications to Regional Sr. Manager and Site IT Managers on IT updates, outages, issue, and best practices

· Meet the timelines of projects and assigned tasks

· Maintain Service Level Agreements (SLAs) and look for ways to improve performance of Technical Support Team

· Provide excellent customer satisfaction

· Implement SOP’s (Standard Operating Procedures) for technical support staff

· Create and maintain end user guides for IT systems

· Provide management and staff with detailed reports

· Ability to work with staff with all levels of technical experience

· Manage and deploy images, software updates, scripts, hardware, etc.

· Maintain awareness of new and emerging technologies and products provided by IT

Knowledge, Skills and Abilities

· Working knowledge with PC/laptop hardware, printers, software and peripherals

· Working knowledge of Microsoft Deployment Toolkit (MDT), building and maintaining desktop and server images, PowerShell

· Expert knowledge of Microsoft Operating systems and applications

· Working knowledge of design and engineering tools such as SCCM software management infrastructures

· Working knowledge of Microsoft office products

· Demonstrated ability to communicate well with users on difficult IT issues

· Ability to work with staff with varying levels of technical experience

· Detail oriented and able to work under pressure

· Must possess the ability to be a champion of new technologies being deployed

· Must possess strong negotiation skills, solid business acumen, and the ability to make difficult decisions

· Must be organized, have attention to detail, and be able to prioritize and multi-task effectively

· Must be able to drive results

· Must be available to work non-standard hours

· Must have high-energy work ethic

· Strong management and motivational skills

· Strong communication and presentation skills

· Must be able to maintain a high-level of confidentiality


· Bachelor’s degree in an appropriate field or equivalent work experience

· 8-10+ years’ work experience managing IT Technical Support/Help Desk staff or prior work experience managing individual IT tasks

· Experience managing large, geographically dispersed teams in an enterprise environment is highly preferred

· Microsoft, Cisco, and/or CompTIA certifications preferred

· ITIL Certification a Plus

· Project Management/Coordination skills a Plus

At Thermo Fisher Scientific, each one of our 65,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer. Apply today

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.