The Phoenix Group · 16 hours ago
Information Technology Support Team Lead
Durham, NC
Contract
Onsite
Senior Level
$35/hr - $45/hrThe Phoenix Group is seeking a Lead Support Specialist to provide advanced application support for laboratory environments. This role focuses on diagnosing user needs, supporting lab systems and workflows, and ensuring timely issue resolution to maintain operational efficiency and customer satisfaction.
ConsultingHuman ResourcesRecruitingStaffing Agency
Hiring Manager
Matthew Miello
Responsibilities
Provide advanced (Level 2) support for laboratory applications across wet and dry lab environments
Support commercial and custom lab software, including instrumentation, analysis tools, reporting systems, and LIS platforms
Resolve, manage, or close escalated Service Desk requests in accordance with defined service standards
Monitor adherence to support SLAs and recommend improvements as needed
Document, prioritize, and escalate issues using ServiceNow or similar ticketing platforms
Analyze service trends and system performance to identify enhancement opportunities
Communicate issue status and resolutions to users and leadership; participate in recurring support meetings
Develop user guides, job aids, and training materials for supported systems
Deliver training and subject-matter support to internal and external users
Propose and support system, process, and documentation improvements in collaboration with stakeholders
Qualification
Required
Experience supporting laboratory systems within regulated industries (e.g., CAP/CLIA, GxP, Finance, DoD)
Strong understanding of databases, system integrations, network infrastructure, and secure remote access
Proven diagnostic and analytical skills supporting complex lab applications
Hands-on experience with laboratory software and platforms (e.g., flow cytometry, imaging, sequencing, analysis tools)
Ability to manage multiple priorities, work under pressure, and maintain a customer-focused mindset
Strong communication, organization, and follow-up skills
Self-motivated with a strong sense of ownership and accountability
Willingness to travel to laboratory locations as needed
Company
The Phoenix Group
The Phoenix Group is a staffing and solutions firm for information technology and engineering field.
Founded in 2002
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Alex Marvin
Founder, President & CEO
Company data provided by crunchbase