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Integrated DNA Technologies (IDT) is the leading manufacturer of custom oligonucleotides and proprietary technologies for genomics applications. Our work is complex and cutting-edge, and our team members are curious, creative thinkers who understand that good data drives smart decisions. At IDT, we realize that although science may be uniform, people are unique. We promote a culture where engaged people are motivated and have opportunities to achieve their full potential, as part of one global team.

IDT is one of 10 Life Sciences companies of Danaher. Together, we accelerate the discovery, development and delivery of solutions that safeguard and improve human health.

We are seeking an experienced and highly skilled Assistant Manager for Information Technology user support to join our team. In this role, you will be responsible for supervising a team of IT support associates and ensuring the smooth operation of our organization's user support services. Your main objective will be to provide technical guidance, resolve complex issues, ensure effective communication between the support team and end-users, and utilize experience in coaching associates and working through difficult conversations and situations.

In this role you will have the opportunity to:

• Supervise and provide technical guidance to a team of seven associates, including monitoring their performance, providing feedback, and setting performance goals.

• Oversee the day-to-day operations of the user support team, ensuring all tickets and requests are addressed in a timely and efficient manner. Resolve complex technical issues escalated by the support team, utilizing your expertise and troubleshooting skills.

• Collaborate with other IT teams to ensure the smooth integration and coordination of support services with other systems and applications.

• Develop and maintain support procedures, documentation, and knowledge base articles to enhance the efficiency and effectiveness of user support services.

• Utilize your experience in coaching associates to provide guidance, support professional development, and foster a high-performance culture within the team.

• Demonstrate strong interpersonal skills and the ability to navigate difficult conversations and situations professionally and effectively. This includes actively addressing and resolving conflicts or performance issues within the team, while fostering a collaborative and inclusive work environment.

• Apply your coaching skills to support the growth and success of team members, providing constructive feedback and opportunities for skill development.

The essential requirements of this role include:

• Associates degree (or higher) in Computer Science, Information Technology, or related field (or equivalent experience).

• Minimum of four years of experience in IT service management, helpdesk/end user support, and/or general IT support.

• Experience in as a mentor, lead technician or supervisor of a team of technical support professionals.

• Strong technical background with expertise in troubleshooting hardware, software, and network-related issues with experience within the Microsoft enterprise-level corporate environment a must (e.g. Active Directory, Win10, MS Apps, etc.)

• Excellent communication and interpersonal skills, with experience coaching associates, working through difficult conversations, and resolving conflicts within a team.

• Solid organizational and time-management abilities, with the capacity to prioritize tasks and manage multiple projects simultaneously.

• Proven experience maintaining support procedures, documentation, and knowledge base articles to enhance the efficiency and effectiveness of user support services.

It would be a plus if you also possess:

• Professional IT Certification (CompTIA, Microsoft, AWS, etc…)

• Experience supporting hardware beyond standard office equipment.

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At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.

Danaher Corporation and all Danaher Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

The EEO posters are available here (https://www.dol.gov/agencies/ofccp/posters) .

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us at applyassistance@danaher.com to request accommodation.