Job Summary

Team Leadership & Supervision

• Lead and foster a productive, collaborative, and high-performing work environment.
• Provide daily direction, guidance, and support to Lab Technicians across all levels.
• Coordinate workload distribution and resource allocation to meet operational priorities.

Mentor junior technicians and support technical skill development

Work Order & Ticket Management

• Ensure work orders, service requests, and trouble tickets are assigned, prioritized, and executed effectively.
• Monitor ticket queues and service-level objectives to ensure timely completion.
• Escalate critical issues and coordinate resolution across support teams and stakeholders.
• Drive accountability for task completion and quality of deliverables.

Key Responsibilities

Operational Management

• Oversee day-to-day laboratory activities, ensuring systems, equipment, and test environments remain operational.
• Coordinate inventory, asset management, hardware deployment, and laboratory readiness activities.
• Support planning and execution of testing, validation, and automation initiatives.
• Identify operational risks and implement corrective actions to minimize service disruptions.

Administrative Responsibilities

• Complete all supervisory and administrative actions required by the Supplier.
• Support staffing activities, scheduling, time reporting, and performance management processes.
• Ensure compliance with organizational policies, procedures, and safety requirements.
• Maintain accurate operational records and documentation.

• Performance Reporting & Continuous Improvement

  • Track, measure, and report team performance metrics, workload status, and operational effectiveness.
  • Develop and deliver regular status reports to management and stakeholders.
  • Analyze performance trends and recommend process improvements.
  • Drive initiatives that improve efficiency, quality, customer satisfaction, and team productivity.

Skill Requirements

Required Skills & Qualifications

• Advanced understanding of computer hardware, operating systems, and test environments.
• Strong troubleshooting and issue-resolution capabilities.
• Experience managing work queues, ticketing systems, and service delivery processes.
• Proven leadership, coaching, and team coordination skills.
• Ability to prioritize multiple activities in a fast-paced lab environment.
• Strong verbal and written communication skills.
• Experience preparing operational metrics, dashboards, and performance reports.

Ability to lead cross-functional teams and coordinate with engineering, validation, and support organizations

Other Requirements

Preferred Qualifications

• Associate's or Bachelor's degree in Computer Science, Information Technology, Engineering, or related field; or equivalent experience.
• Experience leading technical support or validation lab teams.
• Knowledge of automation frameworks, testing methodologies, and graphics validation environments.
• Experience with performance management, workforce planning, and operational reporting.