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