Information Technology Support Team Lead

The Lead Support Specialist provides advanced application support for laboratory environments, partnering with the Service Desk and laboratory teams to resolve complex issues. This role focuses on diagnosing user needs, supporting lab systems and workflows, and ensuring timely issue resolution to maintain operational efficiency and customer satisfaction.

• Provide advanced (Level
  2) support for laboratory applications across wet and dry lab environments
• Support commercial and custom lab software, including instrumentation, analysis tools, reporting systems, and LIS platforms
• Resolve, manage, or close escalated Service Desk requests in accordance with defined service standards
• Monitor adherence to support SLAs and recommend improvements as needed
• Document, prioritize, and escalate issues using Service Now or similar ticketing platforms
• Analyze service trends and system performance to identify enhancement opportunities
• Communicate issue status and resolutions to users and leadership; participate in recurring support meetings
• Develop user guides, job aids, and training materials for supported systems
• Deliver training and subject-matter support to internal and external users
• Propose and support system, process, and documentation improvements in collaboration with stakeholders

• Experience supporting laboratory systems within regulated industries (e.g., CAP/CLIA, GxP, Finance, DoD)
• Strong understanding of databases, system integrations, network infrastructure, and secure remote access
• Proven diagnostic and analytical skills supporting complex lab applications
• Hands-on experience with laboratory software and platforms (e.g., flow cytometry, imaging, sequencing, analysis tools)
• Ability to manage multiple priorities, work under pressure, and maintain a customer-focused mindset
• Strong communication, organization, and follow-up skills
• Self-motivated with a strong sense of ownership and accountability
• Willingness to travel to laboratory locations as needed

The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment."