Head of LIMS Support

In today's fast-paced digital business landscape where productivity and seamless operations are paramount, end users` expectations to be serviced are evolving along with the systems they are using.

The Head of LIMS Support, This position plays a pivotal role within the Lab Technology Group, in ensuring the smooth and uninterrupted operation of our strategic Laboratory Information Management Systems (LIMS) applications. Reporting to the LIMS Director, the head of LIMS support is responsible for establishing a robust 24/7 support structure, overseeing ticket management, and fostering collaboration with other support teams within the Digital Technology Group (DTG). He/she/they will also contribute to regular reporting on ticket statuses, key performance indicators (KPIs), and lessons learned, ensuring that insights are shared with product heads, developers, analysts and the digital adoption lead for user-related issues.

This position will be remote, yet international travel to various offices may be required as needed

Establish and maintain a 24/7 support structure for all strategic LIMS applications, ensuring uninterrupted availability and performance.
• Collaborate with other support staff to manage incoming tickets, assign them to the appropriate teams, and track their resolution or escalation within defined timeframes.
• Foster effective communication and coordination among support teams within the Digital Technology
• Group to ensure swift issue resolution and knowledge sharing.
• Periodically report on ticket statuses, KPIs, and lessons learned to inform product leaders, developers, and the digital adoption lead.
• Analyze support data to identify trends and areas for improvement, implementing strategies to enhance
• LIMS application support processes.
• Act as a subject matter expert on LIMS applications, providing guidance to support teams and participating in critical incident management as needed.
• Develop and maintain comprehensive documentation related to LIMS support processes, best practices, and troubleshooting procedures.
• Collaborate with the LIMS Director to align support initiatives with the overall LTG and DTG strategic objectives.
• Stay up-to-date with industry trends, emerging technologies, and best practices in LIMS support to drive continuous improvement.

• Proven experience in a leadership role within LIMS support or a related field, Strong understanding of Laboratory Information Management Systems (LIMS) and their application in laboratory or testing environments.
• Proficiency in ticket management systems and best practices for incident resolution.
• Excellent communication skills, with the ability to convey technical information to non-technical stakeholders.
• Exceptional problem-solving and analytical skills, with a keen eye for detail.
• Ability to work in a fast-paced, collaborative environment and manage multiple priorities effectively.
• Experience with reporting tools and data analysis techniques to drive informed decision-making.
• Knowledge of ITIL or similar IT service management frameworks is a plus.
• Familiarity with regulatory requirements in the Testing and inspection industry (e.g., FDA, GxP, ISO 17025, ...) is advantageous.
• Demonstrated leadership capabilities.
• Strong commitment to customer service and a proactive approach to issue resolution.

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Element is one of the fastest growing testing, inspection and certification businesses in the world. Globally we have more than 9,000 brilliant minds operating from 270 sites across 30 countries. Together we share an ambitious purpose to 'Make tomorrow safer than today'.

When failure in use is not an option, we help customers make certain that their products, materials, processes and services are safe, compliant and fit for purpose. From early R&D, through complex regulatory approvals and into production, our global laboratory network of scientists, engineers, and technologists support customers to achieve assurance over product quality, sustainable outcomes, and market access.

While we are proud of our global reach, working at Element feels like being part of a smaller company. We empower you to take charge of your career, and reward excellence and integrity with growth and development.

Industries across the world depend on our care, attention to detail and the absolute accuracy of our work. The role we have to play in creating a safer world is much bigger than our organization.

At Element, we always take pride in putting our people first. We are an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming "the world's most trusted testing partner".

All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following: age, disability, ethnic origin, gender, marital status, race, religion, responsibility of dependents, sexual orientation, or gender identity or other characteristics in accordance with the applicable governing laws or other characteristics in accordance with the applicable governing laws.