North America LIMS Application Support Lead

Eurofins-posted 3 months ago
Full-time • Mid Level
Lancaster, PA
Professional, Scientific, and Technical Services
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Responsible for operational support of our enterprise application suite within North America supporting multiple divisions of Eurofins. This role is critical in ensuring the stability, reliability, and performance of business-critical applications through effective incident, service, and problem management. In this role you will also contribute to project delivery and software deployment initiatives, working closely with cross-functional teams to support business objectives.

  • Lead the North America support team in managing day-to-day operations of enterprise applications.
  • Foster a culture of continuous improvement, accountability, and customer focus.
  • Oversee the resolution of incidents and service requests, ensuring adherence to SLAs and quality standards.
  • Act as the escalation point for high-priority incidents and coordinate with global teams for resolution.
  • Drive root cause analysis and implement corrective actions to prevent recurring issues.
  • Analyze support metrics (e.g., ticket volume, resolution time) to identify trends and areas for improvement.
  • Maintain and improve service management processes in alignment with ITIL best practices.
  • Monitor application performance and proactively identify areas for improvement.
  • Support application rollouts and change initiatives in collaboration with project and development teams.
  • B.S. or equivalent experience in the field of Computer Science and/or Engineering.
  • Minimum 5 years of experience in IT operations or application support, with at least 2 years in a leadership role.
  • Strong knowledge of ITIL processes (Incident, Problem, Change, and Service Management).
  • Proven experience in analyzing support data and driving improvements based on metrics and trends.
  • Excellent communication, leadership, and stakeholder management skills.
  • Good knowledge in Database & SQL. Ability to create & mine data using SQL queries.
  • Working knowledge on ITSM (ServiceNow, BMC Helix) and ALM Tools (Azure DevOps).
  • Experience with IT service methodologies such as ITIL, Agile, Kanban.
  • Working experience with Cloud (preferably Microsoft Azure).
  • Experience with observability tools (Azure Monitor, Grafana).
  • Experience in larger IT organizations (over 300 people).
  • Laboratory domain experience would be an advantage.
  • Authorization to work in the United States indefinitely without restriction or sponsorship.
  • Proactive and Solution-Oriented: Anticipates issues and takes initiative to resolve them before they escalate.
  • Calm Under Pressure: Maintains composure and clear thinking during high-stress incidents or outages.
  • Empathetic Leader: Builds trust and rapport with team members, fostering a supportive and inclusive environment.
  • Strong Communicator: Clearly conveys technical and non-technical information to diverse audiences.
  • Detail-Oriented: Pays close attention to operational nuances and ensures accuracy in execution.
  • Collaborative: Works effectively across teams, departments, and time zones to achieve shared goals.
  • Adaptable: Thrives in a dynamic environment and embraces change with a positive attitude.
  • Customer-Focused: Keeps user experience and business impact at the forefront of all decisions.
  • Excellent full time benefits including comprehensive medical coverage, dental, and vision options.
  • Life and disability insurance.
  • 401(k) with company match.
  • Paid vacation and holidays.
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