What are the responsibilities and job description for the Support Team Lead position at Life Data Lab, LLC?
We are looking for a candidate with the combined expertise of an engineer, manager, and account manager. The ideal person should have a solid grasp of laboratory processes and technology, be capable of managing projects and teams, ensure high-quality client support and SLA compliance, and engage effectively with both clients and internal stakeholders.
Responsibilities
[Be specific when describing each of the responsibilities. Use gender-neutral, inclusive language.]
Example: Determine and develop user requirements for systems in production, to ensure maximum usability
Qualifications
MANDATORY:
- Practical experience working with LIS: implementation, maintenance, and process optimization.
- In-depth understanding of laboratory workflows, including data collection, processing, and storage in medical and/or research lab settings.
- Solid knowledge of IT infrastructure (servers, networks) and lab equipment configuration and maintenance.
- Proficient in software installation, configuration, management, and updates.
- Understanding of databases (SQL/NoSQL) and integration principles (APIs, data exchange, protocols).
- Ability to diagnose and troubleshoot technical issues efficiently.
- Fluency in English at C1 level or higher for business communication, negotiations, and documentation.
- Skilled at translating requirements into development tasks, monitoring deadlines, and ensuring quality deliverables.
- Strong stakeholder management skills: communicating with customers, development teams, external vendors, and senior management.
- Negotiation and conflict resolution abilities, with a talent for clear and persuasive communication.
- Commitment to ensuring client satisfaction and proactively preventing and resolving issues.
STRONG PLUS:
- Proven experience in leading technical projects, particularly in implementing IT solutions.
- Ability to develop and oversee implementation plans, set priorities, define timelines, and distribute tasks among team members.
- Capability to optimize implementation processes, identify best technical solutions, and adapt approaches to each client’s needs.
- Background in user/client support: setting up processes, creating guidelines, and monitoring service quality.
- Experience working with Service Level Agreements (SLAs): tracking metrics, analyzing results, and implementing improvements.
- Experience in building and leading a technical support team, including resource planning, motivation, coordination, and mentorship.
- Russian language skills for collaboration with local teams.
Personal Attributes
Systematic thinking with the ability to thrive in an environment of uncertainty.
Results-driven, proactive, and capable of making independent decisions.
Analytical mindset: skilled at identifying bottlenecks and proposing effective solutions.
Adaptability and a willingness to learn quickly.