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Manager, IT Service and Support in Loveland, Colorado at Hach

Date Posted: 3/17/2019

Job Snapshot

Job Description

Job ID: HAC006381

About Us

Hach is a world leader in the manufacture and distribution of analytical instruments, test kits and reagents for testing the quality of water, aqueous solutions and air. Our products are designed specifically for quality, accuracy, and simplicity. Strengthened by our sister companies in the environmental industry worldwide, our goal for the future is to continue to provide customers with reliable instrumentation, accurately prepared reagents, proven methods, simplified procedures and outstanding technical support. We offer an environment that is team-centered, customer-driven, quality-focused, and growth-oriented. Working at Hach will provide you the opportunity for robust career development.

OUR MISSION: Ensure water quality for people around the world.
OUR VISION: We make water analysis better – faster, simpler, greener and more informative – via unsurpassed customer partnerships, the most knowledgeable experts, and reliable, easy-to-use products.


Danaher`s Water Quality Business is a global leader in water quality analysis and treatment, providing instrumentation and disinfection systems to help analyze and manage the quality of ultra-pure water, portable water, wastewater, groundwater and ocean water in residential, commercial, industrial, and natural resource applications. Our water quality business provides products under a variety of brands, including HACH, ChemTreat, and Trojan Technologies.


Purpose of Position:

Responsible for the delivery, quality and cost effectiveness of all Information Technology related end user services in specific regions of the world.  Responsible for all aspects of Hach’s desktop operating environment including remote users.  Lead the development of a formal service and support strategy and develop tactical plans that support that strategy.  Oversee implementation of improved processes and report on performance metrics.

Essential Functions:
  • Manage the overall support activities of the North America help desk team.
  • Act as a further escalation point for helpdesk team.
  • Report to senior managers on any issues that could significantly impact the business.
  • Represent the helpdesk at Change Advisory Board meetings.
  • Take overall responsibility for incident management and request fulfillment. 
  • Mentor and manage personnel including performance evaluations, pay increases, disciplinary actions, consultations on career opportunities, hiring and terminations.  
  • Maintain continuous collection of Voice of the Customer (VOC) data and respond by implementing appropriate counter measures.
  • Establish and document standard work for all responsible processes.
  • Maintain continuous reimplementation of improved processes within areas of responsibility including but not limited to:
  • Management and control of purchased assets along entire life cycle
  • End user requests and dispatch
  • Technical troubleshooting and maintaining of knowledge database
  • Track and report defined metrics
  • Recommend, implement and maintain desktop computing standards (hardware, software and related network components).
  • Establish effective computing policies and guidelines.
  • Provide recommendations and implement effective controls that minimize operating environment risks such as security related issues, viruses and other potential harms.
  • Perform project management activities as necessary in direct oversight of large scale projects and implementations.
  • Develop annual operational expense budget and individual project budgets including capital expense plans.
  • Recommend and assist in developing business case and solutions for projects that support process improvements.
  • Maintain awareness for cost reduction opportunities and techniques and establish ways for improving service levels at the lowest possible cost.
  • Maintain knowledge and expertise of current applicable computing technology, industry strategies and technology evolutionary cycles/plans.
  • Augment technical staff in times of heavy workload providing hands on technical support when necessary.
  • Act as technical and process liaison between IT technical support and other areas within IT including network, administration, business systems and development.
  • Negotiate IT related services and commodity purchases with vendors and manage vendor relationships

Job Requirements


Education, Background and Skill Requirements:

  • BS or BA degree in computer science, business administration, Engineering or equivalent work experience in the field.
  • MCSE or MCSA preferred.
  • Minimum 5 years experience leading a technical support team minimally consisting of 4 personnel within large corporate environment (1500+ users)
  • Experience managing (serving minimally as project sponsor and project manager) large scale implementations of computing technology such as email rollouts, PC deployments, software upgrades, etc.
  • ITIL 
  • SCCM 2012
  • PowerShell
  • Windows Workstation installation and administration
  • Windows Server administration
  • TCP/IP and general networking (DNS, DHCP, etc.)
  • Basic understanding (experience) of core Oracle Applications 11i functionality and application delivery is beneficial but not required

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is occasionally required to reach with hands and arms. The employee is constantly required to sit. The employee may occasionally squat, turn/twist, or reach.  The employee is constantly using hands to: finger, handle, feel or operate objects, and computer keyboards. The employee is occasionally required to walk, stand, climb, balance, stoop, bend, kneel, crouch or crawl, and talk, hear, and smell. 

The employee must occasionally lift, carry, push or pull up to 20 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. 

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The work environment consists of an indoor, work or home office environment with good ventilation, adequate lighting, and low noise levels. 

The duties listed in job descriptions are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Pre-employment Testing:

External hiring into this position is contingent upon the successful completion of a pre-employment drug screen and background check and possible credit history review.

Hach Lange is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 67,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $18.3B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,200% over 20 years.
At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We’re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.