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Title:  Technical Support Lead

Requisition ID:  49189
Date:  Jul 17, 2022

St Petersburg, Florida, US

Department:  Digtl & Transfrmtion

Who We Are:


Working at West means having an opportunity to work by the side of our patients and customers, our global team members and the communities in which we operate – which all help contribute to a Healthier World.


At West, we are by the side of patients. The work we do impacts patients’ lives each and every day – our products are a critical part of healthcare delivery and we are proud of the role we play to improve patient health. We work by the side of our team members. We come together as one global team to deliver for our customers and help them address their challenges. We are a diverse, close-knit community of professionals, where everyone has a voice and opportunity to learn and grow through mutual trust and respect. With a 95 year plus history, we have a track record for success, which includes reported sales of $2.14B in 2020. We serve by the side of our community. Giving back is in our DNA—our team members across more than 50 sites globally are involved with hundreds of charities that have special meaning to them through our West Without Borders team member-led giving program.


Job Summary:

Working closely with the regional and global D&T team, the role of the Manufacturing Network and Digital support site team is having responsibility for developing and efficiently operating all aspects of the site’s infrastructure and End User devices in line with corporate guidelines & procedures. Performs duties in line with best D&T practices and applicable regulatory requirements (i.e. cGMP, Computer System Validation, 21 CFR part 11 compliance).

Leading the site’s workload distribution and coordinating with other teams and local management.


Essential Duties and Responsibilities:

  • Provide and organize local support for D&T systems and End-Users in the facility, including, but not limited to: Shop Floor Systems (SFS), Manufacturing Execution Systems (MES), Enterprise resource planning (ERP), Virtual and Physical servers, LAN/WAN equipment, desktop computers and laptops, communication, and collaboration systems.
  • Lead troubleshooting and problem determination/resolution for the site.
  • Collaborate with the regional and global D&T organization to maintain the service catalogue and Service level agreements in alignment with global / regional & site-specific IT services.
  • Participate in local, regional, and global D&T projects and coordinate roll-out of same on local site level.
  • Performs other duties as assigned based on business needs/ Utilize and leverage Service Management tools for tracking of workloads for site.
  • Professional attitude in maintaining a clean, orderly and safe work area.
  • Exemplary behavior in IT security related topics
  • Participate in “on-call” support rotation.
  • Conforms with and abides by all regulations, policies, work procedures, instruction, and all safety rules.
  • Act in accordance with the company’s Guiding Principles and adherence to the corporate Code of Conduct
  • Compliance to all local site Environmental, Health and Safety regulations
  • Compliance to all local site company policies, procedures, and corporate policies
  • Other duties as assigned.


Education and Experience:

  • Bachelor’s degree or equivalent experience in Computer Science
  • Minimum of 7 years of experience of IT support and / or IT operations, ideally in regulatory manufacturing environment
  • Excellent interpersonal skills and communication skills
  • Strong service orientation
  • Open to change and prepared to drive change.
  • Bachelor’s degree or equivalent experience in Computer Science
  • Ability to work on own initiative and to meet strict deadlines.
  • Strong project management and coordination skills
  • Experiences in collaboration within international teams
  • Required Language: English


Knowledge, Skills and Abilities:


General skills and abilities:


  • Has advanced and specialized expertise, typically developed through a combination of job-related training and considerable on-the-job experience.
  • Completes assignments and facilitates the work activities of others; may coordinate work beyond own area.
  • Proposes improvements to processes.
  • Works autonomously within established procedures and practices.
  • Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description.
  • Support and contribute in Lean Sigma programs and activities towards delivery of the set target
  • Able to comply with the company’s safety policy at all times.
  • Working knowledge of a manufacturing environment.


Specific skills and abilities:

  • Desktop support incl. MS Office Suite
  • MS Windows Server administration
  • Network technologies/protocols and administration
  • Microsoft Active Directory
  • Microsoft Office 365
  • ITIL Foundation Certification (desired)


Physical and Travel Requirements

  • Expected less than 5% of time on local / regional support.







West is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status.  If you have a special need that requires accommodation in order to apply to West, please send an email to  Where permitted by law, an offer of employment with West Pharmaceutical Services, or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of background screening and/or a pre-employment drug screening.

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