Cantel Medical

  • IT Support Services Manager-West

    Location US-MN-Plymouth
    Job ID
    # Positions
    Information Technology
    Cantel ENDO
  • Company Overview

    At Cantel, preventing infection is our business. We are dedicated to delivering high-quality, innovative solutions that help our customers improve patient care. Choosing a career with Cantel means joining a company that’s driven by an entrepreneurial spirit and the passion to shape the future of infection prevention. If you want to be inspired by your work and have a hand in shaping the future of infection prevention, we want to meet you. Come and see why people love working here.


    Cantel is a leading global company dedicated to delivering innovative infection prevention products and services for patients, caregivers, and other healthcare providers which improve outcomes, enhance safety and help save lives.  Our products include specialized medical device reprocessing systems for endoscopy and renal dialysis, advanced water purification equipment, sterilants, disinfectants and cleaners, sterility assurance monitoring products for hospitals and dental clinics, disposable infection control products primarily for dental and GI endoscopy markets, dialysate concentrates, hollow fiber membrane filtration and separation products. Additionally, we provide technical service for our products. Cantel medical is a leading provider of infection prevention products and services in the healthcare market, specializing in the following operating units:



    Endoscopy procedure disposables include single-use valves and irrigation tubing. Medical device reprocessing systems, disinfectants, detergents and other supplies are used to disinfect high-level endoscopes. This segment is operated through MEDIVATORS.



    Water purification systems for dialysis facilities, including hemodialysis dialyzer and reprocessing systems, as well as sterilants and filtration products. This segment is operated through Mar Cor Purification, Inc. and MEDIVATORS.



    Single-use, infection prevention products used primarily in the dental market including face masks, sterilization pouches, towels and bibs, tray covers, saliva ejectors, germicidal wipes, plastic cups and disinfectants. This segment is operated through Crosstex International, Inc.

    Job Overview

    This position is responsible for the management of Service Desk and IT Support teams across Cantel. The Support Services Manager provides thought leadership, tactical and strategic planning regarding Service Desk and Support Services functions. Managers are expected to exemplify and model a professional attitude and excellent organizational skills, and must work in close coordination with other business and IT teams. Above all this position is charged with management of the daily support to the field and site locations in the area of end user hardware and software applications.

    Main Responsibilities

    • Provides direct supervision of Cantel IT Support staff, to include guidance, mentoring, and training.
    • Works with the Director, Global Support Services to develop and deploy continuous and consistent end user and technical support for all global Cantel employees.
    • Oversees end user support, including work order assignment and management; purchasing, inventory, receiving, and distribution; and installation &setup of all personal computers, mobile devices, telephony, peripherals and workstation software.
    • Oversees Service Desk and serves as a single point of contact for reporting all Information Technology requests and issues in the assigned region (NA/EMEA/AP).
    • Ensures consistent execution of the day-to-day support services provided by Cantel Support Services staff, supplemental contractors and service providers.
    • Serves as the key escalation point for resolution of IT support issues in the assigned region.
    • Works within the IT organization to implement formal Service Management processes and practices as they relate to IT support.
    • Leads or participates in projects as they relate to the delivery and management of IT support-related services.
    • Produces effective reporting on support service metrics and activity to the appropriate stakeholders on a regular (daily/weekly/monthly/quarterly/annual) basis.
    • Frequent interaction with cross-functional peers, senior business leaders, external partners and suppliers.
    • Drives integration of Cantel’s incident tracking system with third party IT service providers in the assigned region.
    • Continual focus on opportunities to improve and automate IT Support processes.
    • Manages the on call schedule for after-hours incident escalation from the Service Desk.


    Training and Education:

    • Bachelor’s Degree in related field, Masters preferred.
    • ITIL certification preferred.



    • Minimum of 5 years of continuous management experience in a corporate IT environment managing a Service Desk and IT Support operation (supporting greater than 800 users).
    • Expert-level knowledge of and experience with IT Service Desk and desktop support services and operations.
    • Strong working knowledge of IT Service Management concepts and practices; in particular, the individual should have knowledge of and experience implementing Incident Management, Problem Management and Service Level Management processes.
    • Strong fundamental understanding of and experience with the core Microsoft technology stack including the Windows platform, the Office 365 suite, remote access technologies, client hardware configuration and management (laptops, desktops, printers, telephones) is required.
    • Experience providing end-user support for Microsoft Exchange e-mail systems and Active Directory is required.
    • Proven experience building cohesive, efficient teams through communication, career development, process involvement, and other team building activities. Significant personnel and supplier management experience in a geographically distributed environment is expected.
    • Working knowledge of IT Infrastructure Library (ITIL) and experience implementing processes within that framework is strongly desired.
    • The individual must be comfortable working with all levels in the organization to discover needs, communicate services, resolve service issues, coordinate resources, and build and foster strong working relationships.
    • Experience with IT asset management.



    • Demonstrated leadership and organizational skill with the ability to transfer technical knowledge, counsel, and mentor IT Support staff.
    • Good understanding of IT regulatory controls.
    • Excellent organizational skills with the ability to handle multiple, high priority activities with a keen attention to detail.
    • Strong interpersonal, problem solving, troubleshooting and customer service abilities.
    • Professional demeanor, team player orientation, ability to interface with internal and external parties.
    • Solid judgment and decision making skills.
    • Ability to influence change and facilitate cooperation across organizational lines.
    • Excellent communication skills with the ability to translate technical communications into broader business communications. Willingness and ability to communicate successfully at all levels of the organization.


    Physical Requirements:

    • Ability to travel internationally is required.
    • Ability to be on-call 24-hours to provide support for staff and escalated issues.


    Minimum Qualifications

    Cantel Medical company is an Equal Employment Opportunity/Affirmative Employer. Women, minorities, veterans, and individuals with disabilities as well as other qualified individuals are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin or other protected class status.


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