Work Schedule

Environmental Conditions

Job Description

Position Description

• Manager of Deskside Site Support Staff 

Qualifications

• 7 - 10 years of demonstrated ability supporting IT Services infrastructure within a large environment
• Experience leading projects and delegating daily work tasks under direction of leadership
• Experience deploying, supporting, and solving issues with hardware including workstations, servers, phones, mobile devices, printers, scanners, faxes, and multifunction devices
• Strong written and oral communication skills including the ability to communicate with internal customers and all levels of management in a non-technical manner
• Strong customer focus and validated ability to build strong working relationships 
• Strong time leadership skills, prioritization abilities, and “take ownership of issues and tasks”
• Completion of Thermo Fisher Management Courses or equivalency
• Knowledge of current Microsoft Teams Rooms video conference equipment
• Bachelor’s Degree preferred, but a combination of experience and education considered
• ITIL certification preferred

Key Responsibilities:

• Management
• Lead/supervise FTE’s and contingent workers (remotely or at the same location)
• Have regularly scheduled 1:1s with staff
• Solicit feedback on career interests and development
• Give guidance for improvement
• Track progress on individual goals and projects assigned
• Coaching on stretch goals and opportunities
• Complete performance reviews for FTE’s and assist in the creation and updating of personal development plans
• Ensure the team remains aligned with global, regional, and local policies, ensuring proper quality and compliance with their objectives.
• Ensure team members keep control of IT assets, recording all movements and updates to always know their current condition and location.
• Queue management – ticket creation/categorization/prioritization
• Provide needed desk-side support and daily IT leadership guidance for regional key sites
• Possess excellent organizational skills and ability to handle multiple priorities
• Partner with IT Support Leadership and Regional IT Manager to provide customer concerns and relay needed recommendations to improve processes and procedures to add efficiency.
• Partner and assist with global issues as needed
• Organizational Training requirements are met and up to date for self and staff
• Monitor metrics and KPI’s to ensure timely assistance is provided to customers
• Measure performance of team using metrics from ticketing system and other means
• Maintain and develop relationships with external vendors for Technical Support issues or claims (telephone service problems, specific equipment technical service, etc.). 
• Excellent verbal and written communication skills and the ability to communicate effectively and professionally with a diverse group, executives, managers, and domain experts
• Form relationships with other Corporate IT resources and Business IT resources
• Advise end users (including executives) on technology standard processes and perform preventative maintenance in conjunction with Corporate IT standards and Leadership IT Support recommendations
• Advanced knowledge in creating and maintaining management-level and detailed project plans
• Up to 25% regional travel may be needed
• Set up, support, and train end-users on mobile devices and wireless technology
• Set up A/V and computer equipment as requested onsite or offsite
• Provide resolutions for users and business applications
• Administer end-user accounts, permissions, and access rights in accordance with standard processes regarding privacy, security, change control processes, and regulatory compliance
• Interface and take initiative to escalate as needed with 3rd party suppliers and internal IT teams to provide “smart-hands” assistance for servers and infrastructure. Work with business partners and other IT support teams to schedule and perform software and hardware improvements, upgrades, reconfigurations, and/or purchases
• Interact with users/customers, through different communication means, to identify problems and/or understand the needs of each person.
• Deploy, support, and solve issues with equipment including workstations, servers, phones, mobile devices, printers, scanners, faxes, and multi-function devices
• Analyze the performance of the supported devices, identify and report issues to the appropriate support groups

Compensation and Benefits

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards