Manager, Technical Support Mediterranean Europe

What if the work you did every day could impact the lives of people you know? Or all of humanity?

At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.

Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.

Manager, Technical Support – Milan, Italy (Mediterranean Region)

Office working arrangement: 3 days per week onsiteClosing Date: 28th November 2025 As Manager, Technical Support here at Illumina in Milan, you will lead our distributed Mediterranean Technical Support team, providing expert guidance and strategic direction to ensure exceptional customer experiences. This role is critical in supporting Illumina’s innovative product portfolio across multiple countries, driving operational excellence, and fostering collaboration with internal stakeholders. You will champion best practices, oversee performance metrics, and act as a trusted escalation point for complex technical challenges.Illumina's employee benefits are industry-leading and include flexible time off, private medical insurance, compassion and care time off, leisure travel insurance, pension, employee stock purchasing program, volunteer time off, and much more!

Why You

You are a seasoned leader with a strong technical background and a passion for customer success. You bring extensive professional experience, including some experience managing teams in technical support or related environments. Fluency in English and either Italian or Spanish is essential (ideally all three). You excel at building collaborative relationships across Customer Care, Sales, QA, and Product Management, and you have a proven ability to communicate complex technical concepts clearly. Experience with CRM platforms such as Salesforce.com and a background in life sciences or service delivery will set you apart.

Key Responsibilities Include:

• Lead a multi-country team of Technical Support Specialists to achieve business objectives, including customer satisfaction, service level targets, resolution time, and project delivery.
• Develop and implement strategies to improve team efficiency and effectiveness, enhancing the customer experience.
• Establish and maintain best practices aligned with Illumina policies, ensuring readiness for internal and external audits.
• Monitor and drive performance against KPIs; proactively identify and implement corrective actions when targets are at risk.
• Provide continuous feedback, coaching, and mentorship to team members.
• Promote a collaborative culture and foster a customer-first mindset beyond technical expertise.
• Build strong internal networks across the Service Organization to leverage shared knowledge and resources.
• Lead cross-functional initiatives aimed at improving customer-facing support processes.
• Support new product launches by coordinating resources and collaborating with Service and Support teams to ensure smooth deployment.
• Set and track team goals to encourage collaboration and cross-functional alignment.
• Guide direct reports in setting and achieving individual development goals.
• Ensure team members have access to the tools, information, and processes needed to deliver effective technical solutions.
• Oversee delivery of high-quality technical and soft-skills training.
• Conduct performance reviews and provide regular feedback aligned with development goals.
• Represent the Support department in cross-organizational initiatives.
• Manage team workload and escalate resource gaps to senior leadership when needed.
• Oversee key processes including FAQ analysis, case reviews, and customer feedback evaluation.
• Advocate for customers and identify opportunities to enhance the customer experience.
• Serve as a manager, mentor, escalation point, and trusted resource within the support organization.

Requirements

• Fluency in English and either Italian or Spanish.
• Some experience managing a team within support organizations or equivalent experience in a relevant field.
• Strong written and verbal communication skills; ability to present complex technical information clearly to diverse audiences.
• Proven ability to collaborate across departments including Customer Care, Sales, Consulting, QA, and Product Management.
• Skilled in issue escalation and r