Manager, IT

Location: Rochester, New York, USA

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Position Description

• Manager of Deskside Site Support Staff
• 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

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 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