Manager - Deskside Support

Perrigo Manager - Deskside Support Location: Allegan, MI, US, 49010 At Perrigo, we are driven by our mission to Makes Lives Better Through Trusted Health and Wellness Solutions, Accessible to All. We are proud to be a Top 10 player in the European Consumer Self-Care market and the largest U.S. store brand provider of over the counter and infant formula. Dedicated to providing The Best Self-Care for Everyone, we are the people behind the brands you trust. We are Opill®, Compeed®, Solpadeine®, NiQuitin®, and many more. We Are Perrigo. We are committed to enhancing the wellbeing of our colleagues and consumers alike. We pride ourselves on fostering an inclusive, collaborative culture where each person can experience a sense of belonging. Join us on our One Perrigo journey as we evolve to win in self-care. ## Description Overview 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. ## Scope of the Role 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. ## Experience Required Required Bachelor's