Lead IT Service Desk – Lab Operations (Onsite)

NeoGenomics Laboratories; Durham (NC); On-site; USD 70,000 - 100,000; Full time

Job summary

NeoGenomics Laboratories in Durham, NC is seeking a Lead Laboratory Service Desk Specialist to oversee service desk support for company software and hardware, with a focus on the laboratory operations team. The role demands diagnostic evaluation of end-user needs and timely resolution to ensure customer satisfaction.

This onsite position includes day shifts with some on-call hours. Ideal candidates hold a Bachelor’s degree in computer science or related field, 3+ years in service desk or IT

Qualifications

• Bachelor’s degree in computer science or related field or equivalent experience.
• Minimum of 3 years of Service Desk/customer support/IT experience preferably in a lead capacity.
• Medical Laboratory or regulated industry experience strongly desired.
• ITIL Certification preferred.

Responsibilities

• Provide quality service to customers in all assigned tasks, while upholding company values.
• Triage Level I, II and/or III trouble tickets as assigned by Department Lead.
• Support internal and external customers with product training, knowledge and expertise.
• Log and track support calls in the designated system, prioritize and elevate as required.
• Identify trends in support calls and develop documentation to address common issues.
• Brief customers and department lead on status of resolutions and participate in meetings.
• Recommend product or system improvements including procedures and training.

Skills

Customer support

Service desk

Leadership

Communication

Education

Bachelor’s degree in computer science or related field

Tools

ITIL framework

Job description

NeoGenomics Laboratories in Durham, NC is seeking a Lead Laboratory Service Desk Specialist to oversee service desk support for company software and hardware, with a focus on the laboratory operations team. The role demands diagnostic evaluation of end-user needs and timely resolution to ensure customer satisfaction.

This onsite position includes day shifts with some on-call hours. Ideal candidates hold a Bachelor’s degree in computer science or related field, 3+ years in service desk or IT