B35Scientific Support Engineer Team Lead

Overview

Remote
Depends on Experience
Full Time
No Travel Required

Skills

ServiceNow

Job Details

Job Title: B35 Scientific Support Engineer Team Lead

Client: NIH National Institute of Mental Health (NIMH)

Job Type: Full-Time

Job Summary:

We are seeking a B35 Senior Scientific Support Engineer to lead a specialized technical support team at Building 35 on the NIH campus.This role will serve the unique needs of the NIMH (National Institute of Mental Health) research community by delivering high-quality IT support in a scientific research environment. The ideal candidate is a highly experienced technician with a deep understanding of Windows, Mac, and Linux systems in an enterprise setting, along with proven leadership skills.

Key Responsibilities:

  • Provide day-to-day leadership and task delegation for a team of Scientific Support Engineers.
  • Act as a subject matter expert, delivering advanced desktop support and troubleshooting for complex computing issues.
  • Serve as the primary technical liaison for scientific staff, supporting specialized research hardware, software, and workflows.
  • Monitor team performance and provide mentorship, coaching, and technical guidance.
  • Analyze recurring desktop support issues, identify root causes, and implement proactive solutions.
  • Document support procedures, technical workflows, and troubleshooting steps to improve efficiency and knowledge sharing.
  • Support conference room AV systems, virtualization platforms, and networking infrastructure.
  • Manage peripheral devices, including VoIP systems, multifunction copiers, large format printers, and other specialized lab equipment.
  • Ensure alignment with NIH IT policies and procedures, while tailoring support to the needs of scientific researchers.

Technical Expertise Required:

  • Operating Systems: Expert in Windows, MacOS, and Linux in an Active Directory enterprise environment.
  • IT Management Tools: Proficient with Windows, Linux, and Mac system management tools.
  • Networking: Familiar with DHCP, DNS, Subnetting, VLANs, wireless, and LAN technologies.
  • Virtualization: Understanding of virtualization platforms and their role in scientific computing.
  • AV & Peripherals: Familiarity with AV infrastructure, VoIP, fax, printers, and lab-specific hardware.

Preferred Qualifications:

  • Minimum of 6 years of professional IT experience in a technical support or engineering role.
  • Prior team leadership or management experience in a technical environment.
  • Strong background in scientific computing and understanding the needs of research staff.
  • Expertise in ServiceNow for ticket and queue management.
  • Proven ability to deliver exceptional customer service and manage stakeholder expectations.
  • Strong documentation and communication skills.
  • BS/MS/PhD in Engineering, Applied Sciences, or a related technical discipline (or equivalent experience).

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