Lab IT Deskside Support Team Leader

Lab IT Deskside Support Team Leader

Requirements

• Excellent customer service skills complimented by an ability to listen to and interpret client requests.
• Ability to troubleshoot complex instrument and technology issues.
• Strong verbal and written communication skills.
• Ability to identify, track and complete tasks for multiple projects under prescribed timeframes.
• Knowledge of laboratory safety practices.
• High School Diploma with 8+ years of relevant work experience, with 2+ years of which being supervisory experience, some or all preferred in 24/7 Lab IT environment OR
• Associates degree with 6+ years of relevant work experience in a 24/7 Lab IT environment OR
• A bachelor’s degree with 4+ years of relevant work experience in a 24/7 Lab IT environment.

Responsibilities

• Document procedures, policies, troubleshooting and best practices
• Execution of Peer reviews of PerkinElmer related checklists for Commissioning, Decommissioning and AIQ tasks.
• Escalates IT issues that are not resolved via regularly identified support channels.
• Manage ServiceNow requests and incidents to SLA
• Acts as an interface between client, business and corporate IT teams.
• Conduct daily ticket scrums
• Provide weekly/monthly/quarterly/yearly agreed upon governance reports
• Conduct regular 1-1s with team members
• Work collaboratively with the account and product managers
• Implements, monitors and provides technical support of customer laboratory IT environments, typically integrated with instrumentation
• Implements customer specified benchtop computing design and processes
• Administers and assures connectivity of customer’s Windows based platform
• Conduct and maintain inventories of client systems
• Support of the operating system, desktop hardware and peripherals, instrument-controlled software, core desktop applications and imagining of computers
• Manage On-boarding, retirement and relocation of equipment
• Implements Windows based security, including but not limited to: user / group permissions, file / folder permissions, group policies, local security policies, etc.
• Analyzes, identifies, and implements enhancements, upgrades and/or solutions to improve the overall support of the desktop platform in a timely manner
• Acts as the technical support contact for instrument vendor
• Repairing and troubleshooting instrument related computers and escalating issues to the client infrastructure teams
• Provides technical support for new system validations and change management efforts
• Create and maintain a physical inventory of lab equipment, PC’s, software and any other information specified by the client
• Ensure weekly Engineer reports are received by COB on the last business day of the week
• Acts as client Liaison for software/hardware related inquiries
• Participate in client team meetings
• Hire new staff, perform regular performance reviews, provide coaching as required
• Work with Delivery and Product Managers to develop and grow the service
• Provides support across all PerkinElmer Enterprise practices as required
• Act as the technical expert to handle escalations and be a mentor to junior team members
• Complete administrative tasks to maintain compliance with PerkinElmer time and attendance standards and ensure employee completion
• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.

Preferred Qualifications

• Experience in a Lab GxP environment if applicable
• Experience with scientific instrumentation
• Experience in SOP creations and change control management if applicable
• Experience as team lead in an IT environment