Support Services Supervisor

Support Services Supervisor

• Final JD 2026.

pdf Job Summary The Support Services Supervisor is responsible for leading sample intake, processing, and customer support functions to ensure accurate, timely, and high-quality service delivery. This role oversees daily operations, team performance, and workflow coordination while maintaining data integrity within LIMS and compliance with ISO and company standards. The supervisor serves as a key liaison between clients, laboratory teams, and internal stakeholders to ensure seamless communication and execution. They drive On-Time Delivery (OTD) by prioritizing work, resolving issues proactively, and monitoring key performance metrics. This position plays a critical role in enhancing operational efficiency, reducing errors, and delivering exceptional customer experience.

Essential Responsibilities:

Manage team performance, staffing, and workload distribution to meet business demands Coach and develop team members, including performance management and corrective actions as needed Support onboarding, training, and development to build a high-performing, customer-focused team Partner with leadership to support strategic initiatives, resource planning, and operational forecasting Lead cross-functional coordination to align intake volume with laboratory capacity and business priorities Drive standardization of processes across functions and locations to ensure consistency, scalability, and operational excellence Ensure compliance with ISO 17025, company SOPs, quality standards, and safety requirements Lead daily operations across sample intake, processing, and customer support to ensure accuracy, efficiency, and On-Time Delivery (OTD) Oversee LIMS data integrity, sample login, and workflow prioritization to minimize errors and rework Manage document control and clerical review workflows to identify and eliminate errors Serve as a key liaison between clients, laboratory teams, and internal stakeholders to ensure clear communication and issue resolution Monitor and drive performance through KPIs, including turnaround time, error rates, and customer responsiveness Oversee invoice accuracy and billing processes, partnering with Finance to resolve discrepancies and ensure timely, accurate client billing Drive continuous improvement initiatives to enhance efficiency, reduce manual processes, and improve customer experience Lead escalation management for complex operational or client issues, ensuring timely resolution and minimal business impact Oversee audit readiness and support internal and external audits, ensuring documentation and processes meet compliance standards Identify risks and proactively implement mitigation strategies to protect service quality, customer satisfaction, and operational performance Assume additional responsibilities as required to support operational priorities and business objectives

Education & Experience:

Bachelor s degree in Science, Business, or a related field, or equivalent combination of education and experience 3-5 years of experience in laboratory operations, sample management, or customer-facing support within a regulated environment 1-3 years of leadership experience, including performance management and employee development Experience working within a quality-regulated environment (e.g., ISO 17025 or equivalent) Strong experience handling client inquiries, issue resolution, and cross-functional coordination Demonstrated ability to manage high-volume operations with competing priorities and deadlines

Key Position Competencies:

Leadership & Team Development

• Leads, coaches, and develops team members while driving accountability and performance outcomes Communication & Relationship Management
• Builds strong cross-functional partnerships and ensures clear, professional communication with clients and internal stakeholders Operational & Business Acumen
• Drives efficient operations, understands business impact (OTD, billing, customer satisfaction), and aligns team priorities to organizational goals Critical Thinking & Problem Solving
• Uses data and KPIs to identify issues, make informed decisions, and implement effective solutions Ethical Practice & Compliance
• Maintains integrity, ensures data accuracy, and upholds regulatory, quality, and company standards

General Requirements:

Ability to manage multiple priorities and meet deadlines in a fast-paced, high-volume environment Strong organizational skills with the ability to maintain accuracy and attention to detail Effective decision-making and problem-solving skills, including the ability to act independently when needed Ability to communicate clearly and professionally, both written and verbally Flexibility to adapt to changing business needs, including schedule adjustments and overtime as required

Physical Demands/Work Environment:

Dexterity of hands and fingers to operate a computer keyboard, mouse and to handle other communications/computer components Potential exposure to odors, fumes, airborne particles, hazardous chemicals, and microbiological pathogens Noise level varies from quiet to loud Temperature varies from hot to cold Interactive and fast-paced team-oriented tasks Standing and walking for 80% of shift Occasionally lift and/or move up to 25 pounds. Color vision and depth perception M-F 8AM-5PM, evening and weekends if needed.