The Laboratory Compute Jr Leader supports pharmaceutical R&D scientists by ensuring the health, reliability, and lifecycle management of laboratory computing devices, systems, and related technologies. This role partners closely with scientists, service providers, analysts, suppliers, and technology teams to resolve operational challenges, drive laboratory efficiencies, and enable continued digital transformation across laboratory environments.
The role includes direct responsibility for managing the laboratory compute support service provider and assigned analysts. This includes coordinating daily support activities, aligning priorities, monitoring service performance, ensuring timely escalation and resolution of issues, and reinforcing high-quality, customer-focused support for laboratory stakeholders.
This position helps ensure that laboratory computing technologies remain reliable, secure, compliant, and aligned to scientific operations. By coordinating technical support, managing service provider execution, guiding analysts, and partnering closely with laboratory stakeholders, the role enables scientists to focus on research while strengthening the quality and consistency of laboratory technology support.
Responsibilities:
- Consult with scientific partners to understand laboratory operations’ needs, including equipment lifecycle considerations, regulatory requirements, and business impacts.
- Provide technical coordination for routine maintenance, problem resolution, escalation management, inventory management, deployment coordination, and post-implementation support for laboratory computing devices.
- Manage the laboratory compute support service provider, including service expectations, daily execution, prioritization, issue escalation, performance follow-up, and continuous improvement opportunities.
- Lead, guide, and coordinate assigned analysts who support laboratory compute operations, ensuring clear work direction, consistent service practices, and timely completion of deliverables.
- Partner with scientists and technology teams to evaluate how business needs, compliance requirements, and upgrade cycles may affect laboratory operations and equipment lifecycle plans.
- Consult on laboratory equipment procurement and supplier discussions, with emphasis on compute requirements, integration needs, data storage, compliance expectations, and security controls.
- Coordinate with technology partners to define appropriate architecture and ensure effective implementation of integrations with other systems.
- Maintain knowledge of existing laboratory equipment, technologies, and support practices across the business area and apply that knowledge to support lifecycle planning and operational decisions.
- Develop and maintain strong relationships with lab stakeholders, Business Relationship Management groups, service providers, analysts, suppliers, and other technology organizations.
- Capture voice-of-customer feedback from key laboratory stakeholders and use it to improve service programs, support processes, and the overall laboratory compute experience.
- Identify recurring support themes, operational risks, and opportunities for process standardization, automation, or service improvement.
- Communicate effectively with customers, technical teams, and service partners to ensure transparency, alignment, and timely follow-through on laboratory compute priorities.
- Service Provider Management Expectations:
- Coordinate daily and weekly support priorities with the service provider, ensuring alignment with laboratory business needs and operational urgency.
- Review open issues, aging tickets, escalations, and critical laboratory support concerns to drive timely resolution and appropriate stakeholder communication.
- Define and reinforce expected service behaviors, documentation standards, handoff practices, and customer communication norms.
- Partner with service provider leadership to address performance concerns, resource gaps, service risks, and improvement actions.
- Support onboarding and knowledge transfer for analysts and service provider resources working in laboratory compute environments.
- Promote consistent, compliant, and secure support practices across laboratory sites, systems, and devices.