Team Lead, Information Services
Imagine a world where you could detect health issues sooner to treat them more effectively. Where food and water are always safe, even in remote corners of the earth. And where scientific and medical research are enhanced to solve the greatest challenges of our times. At PerkinElmer, we imagine this world every day. Then, we innovate and collaborate to make it happen everywhere. Our dedicated team of about 16,000 employees worldwide, pioneers scientific technologies for better detection, imaging, and informatics to help our customers work to create healthier families, improve the quality of life, and sustain the well-being and longevity of people globally. If you are seeking a meaningful, impactful, and stimulating career, look no further. Key
Responsibilities:
Document procedures, policies, troubleshooting and best practices Escalation point for 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 account and product managers Implements customer specified benchtop computing design and processes Work with Project Management Office (PMO) to ensure assigned actions are communicated and completed 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 to instrument vendors Identifies ongoing team training to address service support improvement opportunities to reduce costs and maximize profitability. Coordinate and consolidate a comprehensive analysis of area business and marketplace (e.g., installed base, new placements, support strategy, risks, opportunity to improve service to retain and develop new business) to support the business plan process and establish short- and long-term goals. Promote teamwork within the service and sales organization to maximize opportunities for the growth of PerkinElmer. Acts as client Liaison for software/hardware related inquiries Participate in client team meetings Hire strategic staff, perform regular performance reviews, provide coaching as required to allow team to grow 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 50% Travel and/or onsite local presence will be required Critical Skills:
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. Basic
Qualifications:
Bachelor's Degree 5
years of relevant technical experience in lab IT or regulated IT environment 2
years of supervisory experience in IT 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 Strong presentation skills Strategic hiring/interview skills Physical Demands:
The employee will regularly require walking, standing, sitting and use of motor skills. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. Use of personal protective equipment in laboratory.
Benefits:
Paid Vacation, holiday and sick time Medical, Dental, Vision Coverage 401k Tuiton Reimbursement Parental Leave Adoption Assistance
Salary Range:
$80K -- $100K
Minimum Qualification
Technical SupportEstimated Salary: $20 to $28 per hour based on qualifications.
Responsibilities:
Document procedures, policies, troubleshooting and best practices Escalation point for 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 account and product managers Implements customer specified benchtop computing design and processes Work with Project Management Office (PMO) to ensure assigned actions are communicated and completed 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 to instrument vendors Identifies ongoing team training to address service support improvement opportunities to reduce costs and maximize profitability. Coordinate and consolidate a comprehensive analysis of area business and marketplace (e.g., installed base, new placements, support strategy, risks, opportunity to improve service to retain and develop new business) to support the business plan process and establish short- and long-term goals. Promote teamwork within the service and sales organization to maximize opportunities for the growth of PerkinElmer. Acts as client Liaison for software/hardware related inquiries Participate in client team meetings Hire strategic staff, perform regular performance reviews, provide coaching as required to allow team to grow 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 50% Travel and/or onsite local presence will be required Critical Skills:
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. Basic
Qualifications:
Bachelor's Degree 5
years of relevant technical experience in lab IT or regulated IT environment 2
years of supervisory experience in IT 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 Strong presentation skills Strategic hiring/interview skills Physical Demands:
The employee will regularly require walking, standing, sitting and use of motor skills. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. Use of personal protective equipment in laboratory.
Benefits:
Paid Vacation, holiday and sick time Medical, Dental, Vision Coverage 401k Tuiton Reimbursement Parental Leave Adoption Assistance
Salary Range:
$80K -- $100K
Minimum Qualification
Technical SupportEstimated Salary: $20 to $28 per hour based on qualifications.
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