Manager, IT

Work Schedule Standard (Mon-Fri) Environmental Conditions Office Position Description Manager of Deskside Site Support Staff Qualifications 7 - 10 years of demonstrated ability supporting IT Services infrastructure within a large environmentExperience leading projects and delegating daily work tasks under direction of leadershipExperience deploying, supporting, and solving issues with hardware including workstations, servers, phones, mobile devices, printers, scanners, faxes, and multifunction devicesStrong written and oral communication skills including the ability to communicate with internal customers and all levels of management in a non-technical mannerStrong 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 equivalencyKnowledge of current Microsoft Teams Rooms video conference equipmentBachelor’s Degree preferred, but a combination of experience and education consideredITIL certification preferred Key Responsibilities: ManagementLead/supervise FTE’s and contingent workers (remotely or at the same location)Have regularly scheduled 1:1s with staffSolicit feedback on career interests and developmentGive guidance for improvementTrack progress on individual goals and projects assignedCoaching on stretch goals and opportunitiesComplete performance reviews for FTE’s and assist in the creation and updating of personal development plansEnsure 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/prioritizationProvide needed desk-side support and daily IT leadership guidance for regional key sitesPossess excellent organizational skills and ability to handle multiple prioritiesPartner 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 neededOrganizational Training requirements are met and up to date for self and staffMonitor metrics and KPI’s to ensure timely assistance is provided to customersMeasure performance of team using metrics from ticketing system and other meansMaintain 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 expertsForm relationships with other Corporate IT resources and Business IT resourcesAdvise end users (including executives) on technology standard processes and perform preventative maintenance in conjunction with Corporate IT standards and Leadership IT Support recommendationsAdvanced knowledge in creating and maintaining management-level and detailed project plansUp to 25% regional travel may be neededSet up, support, and train end-users on mobile devices and wireless technologySet up A/V and computer equipment as requested onsite or offsiteProvide resolutions for users and business applicationsAdminister end-user accounts, permissions, and access rights in accordance with standard processes regarding privacy, security, change control processes, and regulatory complianceInterface 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 purchasesInteract 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 devicesAnalyze the performance of the supported devices, identify and report issues to the appropriate support groups Compensation And Benefits The salary range estimated for this position based in New York is $104,200.00–$156,250.00. 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 programsEmployee assistance and family support programs, including commuter benefits and tuition reimbursementAt 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 policyRetirement and savings programs, such as our competitive 401(k) U.S. retirement savings planEmployees’ 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