Lab IT Deskside Support Team Leader
Trenton, New Jersey
Responsibilities
Location Trenton, New JerseyUS Job ID REQ-055158Job 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.
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.
