• Lead and mentor the IT Support team, fostering a collaborative environment and ensuring high-quality technical support. • Work with vendors for licensing and contracts management. • Provide laboratory, office, and remote users technical support via remote tools, phone, email and chat. • Develop and implement IT policies and best practice guides to enhance service delivery. • Consistently strive to provide the ultimate client experience by being responsive and empathetic to users’ IT issues. • Prioritize, schedule, and resolve service desk incidents and requests in a timely and efficient manner. • Provide support for account and group administration of on-premise and cloud-based applications. • Diagnose and resolve hardware and software issues, guiding staff through steps. • Testing and documentation of new solutions and processes to continually improve IT services and support. • Ability to train end users on IT applications and systems as needed. • Provide support on lab systems, label printers, copiers, and other electronics as needed. • Participate in evaluations of new software, hardware, and tools. • Assist with strategic initiatives providing input into IT processes, procedures, and service level development. • Participate in decisions regarding downtime impact on users through accurate communication, planning of scheduled downtime, and quick problem resolution. • Creation of knowledgebase articles and documentation as required. • All other duties as assigned by management.