Laboratory Support Services Manager

Eurofins USA Clinical Diagnostics•Centennial, CO

About The Position

The Manager, Laboratory Support Services provides leadership and operational oversight for non-analytical laboratory support functions, including specimen logistics, data entry, send outs, and operational coordination with laboratory staff. The role integrates laboratory operations with customer service, account management, and IT/LIMS resources to ensure high-quality, efficient, customer-focused support for Eurofins DPT testing. The manager ensures reliable workflows, consistent quality standards, effective monitoring of departmental metrics, and appropriate staffing, training, and staff development. The position also supports regulatory readiness and continuous improvement while modeling Eurofins’ values and quality culture. The manager leads and develops supervisors and staff, oversees support workflows, maintains effective client and stakeholder relationships, and coordinates projects to improve efficiency, quality, and scalability. Responsibilities also include supporting LabVantage (LIMS) functionality and improvements, monitoring quality indicators, investigating customer concerns and quality events, implementing corrective and preventive actions, and coordinating audits and regulatory inspections. The role requires following Eurofins DPT safety and exposure procedures and appropriate PPE requirements. The laboratory maintains hazardous materials, and employees must follow applicable safety policies and consult SDS sheets for chemical hazard information.

Requirements

High school diploma.
Five years of experience supporting a high-complexity laboratory environment, such as Microbiology, Infectious Disease, or Immunogenetics.

Nice To Haves

Three or more years of personnel management experience.
Five or more years of laboratory support experience.
Experience working safely with potentially infectious human blood and body fluids using appropriate PPE.
Demonstrated project management skills.
Strong written, verbal, and interpersonal communication skills.
Ability to work independently, adapt to change, and manage multiple priorities.
Strong organizational skills and attention to detail.
Ability to solve problems and escalate issues appropriately.
Proficiency in PC-based software programs and LIMS systems.

Responsibilities

Provide leadership, direction, and coaching to support supervisors and staff.
Hold regular one-on-one meetings focused on performance, accountability, and development.
Maintain appropriate staffing levels and ensure personnel are properly trained.
Support hiring decisions, onboarding, corrective action, and performance improvement.
Foster a positive, collaborative, customer-focused team culture.
Oversee specimen logistics, data entry, send outs, and client services workflows to support efficient and timely processing.
Ensure team members follow established SOPs, methods, and quality requirements.
Partner with laboratory management to maintain reliable support processes and smooth handoffs.
Assist with departmental budgets and vendor contract activities, as appropriate.
Serve as the first point of contact for customer inquiries and ensure professional, responsive communication.
Maintain working relationships with clients, account managers, and internal teams.
Liaise between support services and laboratory operations to ensure clear communication and timely issue resolution.
Lead and participate in projects that improve workflow efficiency, quality, and scalability.
Use project management practices to track progress and implement improvements.
Build cross-functional relationships to support operational stability and problem resolution.
Work with IT on LabVantage (LIMS) functionality and workflow improvements.
Identify opportunities to automate or streamline support processes.
Assist with system upgrades and data-related process improvements.
Collect, analyze, and present departmental metrics for Quality Indicator Meetings.
Review personnel monitoring results, communicate findings, and ensure timely retraining or corrective steps when needed.
Maintain dashboards and performance indicators for operational planning and quality improvement.
Investigate customer concerns, nonconformances, and quality events promptly and thoroughly.
Perform root cause analysis and work with leadership to develop and implement CAPAs.
Ensure investigation documentation is complete, accurate, and compliant with internal and external requirements.
Serve as the primary contact for internal audits, external audits, regulatory inspections, and client audits.
Coordinate audit preparation, documentation collection, and staff readiness activities.
Support implementation and closure of audit findings and maintain compliance with Eurofins and regulatory standards.