Manager - Deskside Support

The Manager, Global Field Service Operations leads Perrigo’s onsite IT support function across offices, manufacturing facilities, and distribution centers worldwide. This role oversees both internal team members and managed service providers (MSPs) to ensure high-quality technical support, efficient service delivery, and a positive end-user experience.

The position is responsible for daily operations, resource management, service performance, continuous improvement initiatives, and maintaining service levels across multiple locations. Occasional travel may be required.

Service Operations

• Lead day-to-day field service support activities across global locations.
• Manage ticket queues, escalations, prioritization, and resolution performance.
• Ensure service requests and incidents are completed within established SLAs and KPIs.
• Monitor service quality, resource capacity, and operational performance.
• Communicate effectively during major incidents and support-related changes.

Team & Vendor Leadership

• Lead and develop Field Service team members and oversee MSP partners.
• Establish clear service expectations, priorities, and accountability measures.
• Conduct regular performance reviews with service providers.
• Support onboarding, training, and cross-functional knowledge sharing.

End User & Workplace Technology Support

• Oversee deployment, replacement, and support of end-user devices and workplace technology.
• Manage support for peripherals, printers, conference rooms, and collaboration tools.
• Partner with Asset Management to ensure accurate inventory and device lifecycle management.

Continuous Improvement

• Identify opportunities to enhance service quality, efficiency, and user satisfaction.
• Standardize processes, documentation, and support procedures globally.
• Use service metrics and trends to drive operational improvements and root cause resolution.
• Collaborate with IT teams to improve support readiness and service delivery.

Stakeholder Management

• Serve as a key partner to IT teams, site leadership, business stakeholders, and service providers.
• Support technology deployments, refresh initiatives, office moves, and other site-based projects.
• Provide regular reporting on service performance, risks, and improvement initiatives.

Required

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or equivalent experience.
• 7+ years of experience in IT operations, field services, end-user computing, or workplace technology support.
• 3+ years of leadership experience, including managing technical teams and/or service providers.
• Experience supporting multi-site or global operations.
• Strong understanding of IT service management processes, including incident, request, asset, and change management.
• Excellent communication, analytical, and stakeholder management skills.

Preferred

• Experience supporting manufacturing, warehouse, or 24/7 operational environments.
• Experience with ServiceNow or similar IT service management platforms.
• Knowledge of Microsoft 365, Intune, Teams Rooms, endpoint management, and device lifecycle processes.
• ITIL certification.
• Experience managing global managed service providers.

What Success Looks Like

• Consistent achievement of service level targets and operational metrics.
• Strong customer satisfaction and reliable onsite support delivery.
• Effective management of ticket backlogs, escalations, and resource utilization.
• Successful execution of device refreshes, deployments, and workplace technology initiatives.
• Continuous improvement in service quality, efficiency, and standardization.

Work Environment

This role requires regular engagement with onsite teams and business stakeholders and offers a flexible hybrid work environment. Some domestic and international travel may be required to support business needs and global operations.