Company: Steris Corporation
Location: East Midlands
Posted: May 20th, 2026
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At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.
Do you want to spend your working time making a difference in the world around you? Are you passionate about supporting the medical and pharmaceutical industries? Do you care about keeping patients and people safe? If so, then a career with Steris could be a great fit for you.
At STERIS we are a leading global provider of products and services that support patient care with an emphasis on infection prevention. Our mission is to help our customers create a healthier and safer world. Working at STERIS, you GROW, LEARN and MAKE A DIFFERENCE.
The International Customer Support Manager oversees a team of 5-10 Application Support Specialists (Tier 1 through 3) who support international customers, resellers, and internal business partners using a variety of STERIS Sterile Processing Workflow software packages.
The position manages all team members and coordinates team activity to ensure Customer technical support and project support are provided on time, meeting internal and Customer expectations, metrics and SLAs.
The role works with cross-functional Customer-facing teams and the Technical Support team to coordinate projects, implementations, incident management, Customer and business initiatives and escalations. Some activity occurs during off hours, and this role coordinates this activity to ensure that staffing is available 24/7 to support the activity, and backup is available if needed.
This role manages high-risk, challenging, sensitive or escalated incidents and projects to ensure successful outcomes. Additional responsibilities include training and coaching team members to ensure proficiency, monitoring team member performance, documenting processes, procedures and work instructions, communicating with other key business leaders about risks, challenges and opportunities, and ensuring the support team has all resources needed to perform their responsibilities effectively and efficiently.
BS in business, computer science or closely related field.
Good understanding of the practical deployment of ITIL/ISO20000 Service Management best practice or similar. Governing incident, problem, change and technology systems management.
6+ years' experience of operating a technical support function internationally, covering time critical support operations in a Customer software delivery service.
Good grounding in current Microsoft Technologies both desktop and web (.net), understanding of network and infrastructure.
Understand of Microsoft SQL database technologies and SQL scripting.
Experience of multi-channel technical support including telephone, web chat, email and self-service support tools.
Proven track record operating an excellent Customer service, proven through clear service metrics and Customer feedback.
Ability to work with a cross section of technical and non-technical stakeholders, proficient in communicating requirements and clear expectations.
Experience of operating technical training of service teams and maintaining technical knowledge bases.
Strong ability to define
Proactively drive service improvements.
Background in IT Service Management within a large organization is preferred.
Experience of healthcare software, regulations and governance desirable
Strong systems and technical experience.
Experience of managing external service providers.
Able to work proactively and plan, organize and manage own workload.
Project and influencing skills in addition to personal drive and results orientation.
Strong communication skills and able to deal professionally with people at all levels.
Ability to coach and mentor staff.
STERIS plc provides employment and advancement opportunities without regard to age, disability, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion/belief, sex (gender), sexual orientation or any other legally protected characteristic as defined by UK employment law. The Company bases all employment decisions on merit, qualifications, skills, and abilities with the intention that the best candidate is selected for each position.
STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare and life sciences products and services around the globe. For more information, visit www.steris.com.
STERIS strives to be an Equal Opportunity Employer.
Req ID: 53609
Job Category: Information Technology
Location:
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