Information Technology Lead

Role Summary

The Information Technology Operations Lead will build, implement and maintain day-to-day infrastructure and server operations. The position is responsible for overseeing the desktop support team in providing exemplary technical support to our business. The Information Technology Operations Lead is responsible for training, support and leading the internal and external team. Additionally, this role will manage the ticketing system, ticket escalation, KPIs and technical issues.

This is an exempt role with supervisory responsibilities.

Role Responsibilities

• Manage and support service desk and system per ITIL standards.
• Train team and users on help desk best practices and processes.
• Develop Services Desk policies, SOPs, and work instructions.
• Monitor tickets, escalations, SLAs and response to tickets and problems.
• Maintain IT Assets.
• Manage IT Inventory and Procurement process for the IT department.
• Develop and maintain a comprehensive operating system hardware and software configuration database/library of all supporting documentation.
• Conduct routine hardware and software audits.
• Ensure security of systems via maintaining computer level OS updates and security systems.
• Provide technical support.
• Comply with proper internal controls as necessary to conduct job functions and/or carry out responsibilities and/or administrative activities.
• Establish and build strong working relations and partnerships with Business Units and Senior Management
• Other duties as assigned

Role Requirements

• Minimum: bachelors or equivalent
• Experience: 3-5 years’ experience in Information Technology
• Maintain a level of proficiency necessary for competence in the position as identified by the department training website
• Knowledge of GLPs (21 CFR Part 11) and other federal regulations relating to information technology
• Basic understanding of laboratory operations and data collection
• Ability to work effectively under time constraints

Behavioral Expectations

• Time Management
• Problem Solving
• Stress Management/Resilience

Special Requirements

• The person filling this position will spend approximately 90% in an office setting and 10% in the laboratory. There will be exposure to animal pathogens and chemicals. There will be handling of, and/or exposure to animal tissue and zoonotic organisms.
• Ability to don and wear personal protective gear, including N95 masks and respirators.
• Ability to work beyond typical work schedule including but not limited to evenings, weekends, extended shifts with short notice.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Compensation Package:

• Bonus opportunities
• Yearly bonus

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Ability to Commute:

• Muskegon, MI 49444 (Preferred)

Ability to Relocate:

• Muskegon, MI 49444: Relocate before starting work (Preferred)

Work Location: In person