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Lab Computing Service Lead

Zifo RnD Solutions

Zifo RnD Solutions

Boston, MA, USA
Posted on Friday, December 15, 2023

The Zifo Lab Computing Service Lead will manage the delivery of Lab Computing IT Support services for a medium to large Pharma or BioPharma customer. This is a team management role whose primary responsibility is to ensure that the delivery of Lab Computing services delights our customer. The lead will not only be responsible for the quality of the service delivered but also some HR activities such as team development and on-site professionalism, plus act as the primary point of contact for complex issue resolution and as an IT ambassador for the business.

This is a complex role where the leader brings not only a high level of technical and consulting knowledge but also management and people skills, plus the ability to resolve problems and communicate at a senior level within the business. He or she will work with business Directors and Managers of customers in conjunction with the internal Zifo leadership team.



  • Delivery of the service, prioritization, and distribution of work. The number one responsibility of this person is to ensure the highest quality of service delivered daily
  • Implementation of cross service opportunities
  • Service Innovation, continuous improvement – strive to show growth and evolution of the service
  • Initial point of escalation – Single Point of Contact for all Lab IT related escalations
  • Team management with some level of HR responsibility related to career development, training, and the professionalism of team members at all times
  • Work across services to identify, capture and lead opportunities
  • Ensures adherence to client’s corporate policies through periodic reporting and compliance programs
  • Apply industry best practices and act as IT Ambassador to the customer business leaders
  • Provide weekly service status reports and primary for all Governance reporting, SLA’s and Metrics
  • Ensure a physical inventory of lab equipment, PC’s, software, and any other information pertinent to the environment is maintained

Required Skills

  • Experience in supporting complex or customer-built systems to deliver an integrated service
  • Flexible skills to provide oversight for an entire customer location (City/Region/Country) with the ability to build and/or adjust services based on Business or IT demand in conjunction with the managed service team.
  • Experience with associated services (such as CSV) or scientific experience
  • Ability to contribute to overall strategic management of Lab Support services including providing direction and oversight to managed service team, IT Global services and vendors as appropriate
  • Fully competent and able to act as an expert in instrument IT support
  • Willingness and ability to learn latest technologies to drive resolutions to complex scientific problems
  • Customer service mindset, complemented by an ability to listen to and interpret client requests
  • Demonstrated experience in troubleshooting complex instrument and technology issues
  • Strong oral and written communicators
  • Able to identify, track and complete tasks for multiple projects
  • Knowledge of laboratory safety practices as defined by the company and/or customer’s site safety code


  • Bachelor of Science in computer science, life science or equivalent industry experience
  • 5+ years of relevant technical experience working in a Life Sciences environment. Lab Compute support experience (direct experience supporting the IT associated with Lab Instruments) is a must have
  • Minimum 2 years of experience in supporting GxP labs
  • Experience with Empower CDS
  • Experience with the configuration and/or administration of at least two enterprise scientific applications (eg: CDS/SDMS/LIMS/ELN etc)
  • Experience in supporting complex or customer-built systems to deliver an integrated service
  • Experience with scientific instrumentation


About Zifo:

CURIOSITY DRIVEN, SCIENCE FOCUSED, EMPLOYEE BUILT. Our culture is unlike any other, one where we debate, challenge ourselves, and interact with all alike. We are a curious bunch, characterized by our passion to learn and spirit of teamwork. Zifo is a global R&D solutions provider focused on the industries of Pharma, Biotech, Manufacturing QC, Medical Devices, specialty chemicals and other research-based organizations. Our team’s knowledge of science and expertise in technology help Zifo better serve our customers around the globe, including 7 of the Top 10 Biopharma companies.

We look for Science – Biotechnology, Pharmaceutical Technology, Biomedical Engineering, Microbiology etc. We possess scientific and technical knowledge and bear professional and personal goals. While we have a “no doors” policy to promote free access within, we do have a tough door to walk in. We search with a two-point agenda – technical competency and cultural adaptability.

We offer a competitive compensation package including accrued vacation, medical, dental, vision, 401k with company matching, life insurance, and flexible spending accounts.

If you share these sentiments and are prepared for the atypical, then Zifo is your calling!

Zifo is an equal opportunity employer, and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.