Lab IT\OT Deskside Support Team Leader

PerkinElmer is seeking a Lab IT\OT Deskside Team Leader to manage and provide critical support as part of a dynamic Lab IT service team

Job Responsibilities:

·         Plan, assess, execute and test changes to lab computers and devices under client’s OT change management process, with a change record and client’s Technical Authority approval before every implementation.

·         Monitor OEM and vendor security alerts, apply and test approved patches and firmware, release devices back to their business owners, and track every patch to completion for client reporting.

·         Keep the device inventory current and accurate in client’s system of record, and support onboarding, connection, modification and decommissioning on the client OT network.

·         Maintain the controlled registers, scan all media and devices with client-approved anti-virus before they enter laboratory areas, and keep each scan traceable to the item subsequently connected.

·         Provision, modify and de-provision OT accounts with business owner approval, and configure lab computers and devices to client's password and lockout requirements.

·         Confirm every remote connection is approved and recorded in advance, supervise the session as it happens, document it, and follow up revocation on completion.

·         Run vendor visits end to end — onboarding, risk assessment, access, scientist coordination and on-site supervision — through to post-visit logging and access revocation.

·         Provide first-line intake, triage, resolution or escalation for operational incidents on lab computers and devices, to the contracted service tiers.

·         Incident support (cyber) Act as first-line support alongside client Lab Engineering and the client’s R&D OT, escalate any suspected cyber incident to GSK R&D OT and GSK CSO immediately, and support response at client's direction.

·         Support installation of client-approved applications and maintain the software registry, including data classification and software characteristics.

• Document procedures, policies, troubleshooting and best practices
• Conduct daily team 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
• 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
• 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.

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.

The annual compensation range for this full-time position is $110,000 to $140,000. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.