Lab IT Deskside Support Team Leader

PerkinElmer • Customer Site - NJ, NJ

3d • $75,000 - $90,000 • Onsite

About The Position

When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs. With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.

Manages the planning, hardware installation and configuration, optimization, operations, and ongoing maintenance of the computer/data center. Oversees systems performance, the monitoring of equipment and the management of vendor relationships. Responsible for capacity planning and continual assessments for process improvement to ensure that processes are well-documented, sustainable and scalable. Monitors ongoing practices to ensure consistency with policies, compliance regulations and control requirements. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Roles can have an internal or external client focus. May involve company-hosted, Web-enabled solutions or may include project-based jobs in conjunction with Professional Services and outsourcing functions.

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

Nice To Haves

• 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

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.
• Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.

Benefits

• PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED