North America LIMS Application Support Lead

Responsible for operational support of our enterprise application suite within North America supporting multiple divisions of Eurofins. This role is critical in ensuring the stability reliability and performance of business-critical applications through effective incident service and problem management. In this role you will also contribute to project delivery and software deployment initiatives working closely with cross-functional teams to support business objectives.

North America LIMS Application Support Lead responsibilities include but are not limited to the following:

• Lead the North America support team in managing day-to-day operations of enterprise applications.
• Foster a culture of continuous improvement accountability and customer focus.
• Oversee the resolution of incidents and service requests ensuring adherence to SLAs and quality standards.
• Act as the escalation point for high-priority incidents and coordinate with global teams for resolution.
• Drive root cause analysis and implement corrective actions to prevent recurring issues.
• Analyze support metrics (e.g. ticket volume resolution time) to identify trends and areas for improvement.
• Maintain and improve service management processes in alignment with ITIL best practices.
• Monitor application performance and proactively identify areas for improvement.
• Support application rollouts and change initiatives in collaboration with project and development teams.

Qualifications :

Basic Minimum Education Qualifications:

• B.S. or equivalent experience in the field of Computer Science and/or Engineering

Basic Minimum Qualifications:

• Minimum 5 years of experience in IT operations or application support with at least 2 years in a leadership role.
• Strong knowledge of ITIL processes (Incident Problem Change and Service Management).
• Proven experience in analyzing support data and driving improvements based on metrics and trends.
• Excellent communication leadership and stakeholder management skills.
• Good knowledge in Database & SQL. Ability to create & mine data using SQL queries. Ability to write and execute SQL queries for data validation and verification
• Working knowledge on ITSM (ServiceNow BMC Helix) and ALM Tools (Azure DevOps)
• Experience with IT service methodologies such as ITIL Agile Kanban
• Working experience with Cloud (preferably Microsoft Azure)
• Experience with observability tools (Azure Monitor Grafana)
• Experience in larger IT organizations (over 300 people)
• Laboratory domain experience would be an advantage

The ideal candidate would possess:

• Proactive and Solution-Oriented: Anticipates issues and takes initiative to resolve them before they escalate.
• Calm Under Pressure: Maintains composure and clear thinking during high-stress incidents or outages.
• Empathetic Leader: Builds trust and rapport with team members fostering a supportive and inclusive environment.
• Strong Communicator: Clearly conveys technical and non-technical information to diverse audiences. 
• Detail-Oriented: Pays close attention to operational nuances and ensures accuracy in execution.
• Collaborative: Works effectively across teams departments and time zones to achieve shared goals.
• Adaptable: Thrives in a dynamic environment and embraces change with a positive attitude.
• Customer-Focused: Keeps user experience and business impact at the forefront of all decisions.

Additional Information :

Position is full-time working hybrid Monday - Friday between 8:00am - 5:00pm with overtime as needed. Candidates currently living within a commutable distance of Lancaster PA are encouraged to apply.

• Excellent full time benefits including comprehensive medical coverage dental and vision options
• Life and disability insurance
• 401(k) with company match
• Paid vacation and holidays

Eurofins USA BioPharma Services is a Disabled and Veteran Equal Employment Opportunity employer.

Remote Work :

No

Employment Type :

Full-time