Manager, Scientific IT Support

Duration: 12 Months+

The (EID) Manager, Scientific IT Support will play a pivotal and expanding role in the support of global pre-clinical discovery, process development and QC labs at Client’s site. Reporting to the EIT Exton, Director of IT, the hands-on Manager will lead and direct management of key service and solution delivery to Client’s global discovery mission, in partnership with other EIT functions. Critical to success will be continue the track record of providing familiar and effective support of lab, endpoint, and dependent services tenable Client’s evolving discovery mission. This lead by example approach is vital, as Client identifies, defines, and implements service and support structures in line with a completely redefined, collaborative global discovery approach.

As a model for discovery IT support Client, the Manager, Scientific IT Support will play a leadership and service delivery role in the evolution of R&D IT services across the globe. This includes support of existing, specialized services, contributing to the adoption of IT platforms and processes, globally. They will participate in R&D service delivery planning and by managing support delivery for other facilities when the need arises.

Serving as the point person for lab technology support at the Client’s Exton campus. They will build and maintain productive relationships with research leadership and departments through both responsive and proactive communications and through the successful delivery of IT services and support. This includes but is not limited to; device-connected computer endpoints, documenting the configuration and for GxP devices developing IQ scripts as part of the equipment qualification and CSV process. Ensuring that all device-connected computer endpoints are updated on a regular basis and ensuring that backups are successful.

Partnering with R&D IT Leadership, the Manager, Scientific IT Support will define an effective roadmap ensuring appropriate budget, resources, and direction are in place to deliver support services efficiently and effectively and with the level of quality and flexibility necessary for success.

Essential Functions:

1. Leadership and Delivery of global solution support – 10%

a. Ensure effective support and communication of existing and developing R&D IT Solutions

b. Provide thought leadership and modeled success to R&D Support planning and delivery.

c. Serve as a global liaison and advocate for support service efficiency and quality within Client’s R&D Community and with service providers, internal and external.

d. Participate in global data capture, planning, organization, and delivery of discovery-focused support services.

e. Aid in the organization and management of support services to meet discovery, development, and QC lab requirements at global discovery sites when required.

2. Manage Scientific IT Services and Support – 15%

a. Ensure effective delivery of Exton device-connected Endpoints, and supporting inventory ensure effective lifecycle, deployment, security, backup.

b. Oversee software/patch testing and release process for lab software.

c. Lead the Helpdesk delivery and escalation process, identify opportunities to resolve issues in the most timely/effective manner.

d. Mentor and manage high-performing staff, address roadblocks and resource or quality issues.

e. Participate in and/or Lead Continuous Service Improvement processes as part of Exton IT service delivery lifecycle.

f. Ensure quality of service delivery through the generation of periodic support metrics on support quality and escalation.

g. Participate in budget planning and management for associated services.

h. Ensure support and end-user facing documentation and resources are effective and up to date.

3. Lead Specialized Lab/Research IT Support Delivery– 60%

a. Leverage industry experience to ensure effective support and troubleshooting process and execution for lab workflow on device attached systems.

b. Ensure appropriate relationships, feedback, processes, and resources.

c. Mentor staff in the diagnosis and support of software, and interface issues

d. Manage vendor relationships, including escalation.

e. Manage specialized device lifecycle, including onboarding/Offboarding, coordinate the upgrade process when applicable, and plan for end-of-life, when necessary

f. Manage data security and continuity requirements and delivery.

4. Budget and Resource planning and management – 15%

a. Develop road map and budget for specialized global discovery, development and QC lab service/support delivery Ensure effective utilization of available resources (staff, contractor, MSP, vendor, as applicable) to support site-specific services.

b. Provide direct supervision, management and coaching to staff.

c. Participate in annual review, goal setting for direct reports tensure alignment to global goals.

Requirements

Bachelor's Degree Requires:

Work Experience and Education

• Minimum of 10-15 years of IT experience
• Minimum of 5 years managing or leading service, resources, and staff management, including illustrated success in developing technical talent
• Minimum of 5 years providing IT support in a research environment, preferable biological sciences
• Minimum of 5 years providing IT support in a GxP environment.

Communication, Organization and Problem-Solving Skills

• Strong customer service ethic is critical to success. Ability to effectively manage service delivery and quality issues is required.
• Strong interpersonal communication skills and the ability to work directly with people at many levels across the organization.
• Ability to organize, prioritize, and collaborate effectively in a constantly changing environment.
• Strong problem-solving and technical mentoring skills are essential. As is taking ownership tensure timely resolution, a strong sense of urgency, and the ability to plan, organize, delegate, and successfully execute in an environment under time and resource pressures.

Client’s Core Values

• Consistent demonstration and embodiment of Client’s company core values Collaboration, Excellence, Innovation, Integrity, Passion, Patient/Stakeholder Centricity
• Domain Knowledge
• Experience supporting Windows 7 and 10 computers in an Active Directory Domain environment.
• Experience with research applications (Waters, Agilent, Leica, Perkin Elmer, ThermoFisher, SciEx)
• Familiarity with Lab management solutions, ELN and LIMS
• Experience with Service Now a plus
• Knowledge of Bartender is a plus.

Shift: Day