Sr. Manager, Digital Technology Services

Would you like to join an international team working to improve the future of healthcare? Do you want to enhance the lives of millions of people? Grifols is a global healthcare company that since 1909 has been working to improve the health and well-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and develop, produce and market innovative medicines, solutions and services in more than 110 countries and regions.

The Senior Manager of End User Services & Support is responsible for the end-to-end delivery and performance of global end-user support across L0 (Self-Service & Automation), L1 (Service Desk), and L2 (Desk Side).

This role ensures that users can resolve issues independently where possible, receive timely and effective support when needed, and experience consistent, high-quality service across all channels. The position focuses on strengthening day-to-day operations, improving consistency, and driving incremental maturity, while partnering with platform, governance, and service partners to enhance the overall service experience.

The Senior Manager leads Delivery Managers across each support tier and is accountable for service quality, responsiveness, user satisfaction, and operational discipline across the global support model.

Primary Responsibilities

• Lead the delivery of end-user services across L0, L1, and L2, ensuring issues are appropriately deflected, resolved, or escalated based on defined support models
• Strengthen self-service capabilities by improving knowledge quality, usability, and accessibility, and identifying opportunities to reduce ticket volume through automation and better user guidance
• Ensure the service desk operates as a consistent global point of contact, with effective triage, improved first-contact resolution, and adherence to service levels
• Monitor ticket queues, backlog, and response performance, taking action to maintain stability and improve responsiveness
• Drive consistency across support channels (portal, chat, phone, email), ensuring a seamless and reliable user experience
• Oversee deskside and field support activities, ensuring timely resolution of complex, onsite, and hardware-related issues, including device lifecycle coordination
• Support effective coordination with vendors and field service providers, ensuring services are delivered to expected quality and timelines
• Use operational data and user feedback (CSAT/CES) to identify trends, recurring issues, and opportunities to improve service delivery
• Partner with platform and automation teams to translate operational needs into workflow improvements, automation, and enhanced self-service capabilities
• Reinforce standardized processes and ways of working across regions, improving consistency and reducing variability in service delivery
• Ensure support activities are properly documented and aligned with compliance and control requirements
• Lead and develop Delivery Managers and support teams, establishing clear expectations, accountability, and a focus on service excellence

Qualifications

• Bachelor’s degree in Information Technology, Business, or related discipline preferred
• 8–12+ years of experience in IT End User Services, Service Desk, or IT Operations
• 3–5+ years of leadership experience managing support teams (L1 and/or L2 required; L0 exposure preferred)
• Experience leading or supporting multi-tier (L0–L2) support models
• Familiarity with ITIL practices (Incident, Request, Knowledge Management)
• Experience with ITSM tools (ServiceNow preferred)
• Exposure to vendor support models preferred
• Strong operational leadership, problem-solving, and communication skills
• Ability to drive consistency and improvement within a structured but evolving environment

Occupational Demands:  Work is performed in an office environment with exposure to electrical office equipment. Frequently sits for 6-8 hours per day. Frequent hand movement of both hands with the ability to make fast, simple movements of the fingers, hands, and wrists.   Occasionally walks. Occasionally bends and twists neck. Light to moderate lifting and carrying objects with a maximum lift of 25lbs. Frequently drives to site locations with occasional travel within the United States. Able to communicate complex information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences. Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals. Frequently interacts with others, relates sensitive information to diverse groups. Must work with diverse groups to obtain consensus on issues. Ability to apply abstract principles to solve complex conceptual issues.

Third Party Agency and Recruiter Notice:

Agencies that present a candidate to Grifols must have an active, nonexpired, Grifols Agency Master Services Agreement with the Grifols Talent Acquisition Department. Additionally, agencies may only submit candidates to positions that they have been engaged to work on by a Grifols Recruiter. All resumes must be sent to a Grifols Recruiter under these terms or they will be considered a Grifols candidate.

Grifols provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.  We will consider for employment all qualified applicants in a manner consistent with the requirements of all applicable laws.

Location: NORTH AMERICA : USA : NC-Clayton:USNC0002 - Clayton 

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