North America LIMS Application Support Lead

Responsible for operational support of our enterprise application suite within North America supporting multiple divisions of Eurofins. This role is critical in ensuring the stability, reliability, and performance of business-critical applications through effective incident, service, and problem management. In this role you will also contribute to project delivery and software deployment initiatives, working closely with cross-functional teams to support business objectives.North America LIMS Application Support Lead responsibilities include, but are not limited to, the following: Lead the North America support team in managing day-to-day operations of enterprise applications.Foster a culture of continuous improvement, accountability, and customer focus.Oversee the resolution of incidents and service requests, ensuring adherence to SLAs and quality standards.Act as the escalation point for high-priority incidents and coordinate with global teams for resolution.Drive root cause analysis and implement corrective actions to prevent recurring issues.Analyze support metrics (e.g., ticket volume, resolution time) to identify trends and areas for improvement.Maintain and improve service management processes in alignment with ITIL best practices.Monitor application performance and proactively identify areas for improvement.Support application rollouts and change initiatives in collaboration with project and development teams.