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