IT Support Team Lead

Responsibilities

We are representing a confidential healthcare technology organization in their search for an IT Support Team Lead. In this role, you will own the day-to-day performance, responsiveness, and service quality of the IT Support function for both internal users and external clients.

Service Desk Operations & Incident Management:

• Own day-to-day service desk operations, planning, and execution for the IT Support function
• Manage escalated incidents through to resolution and document root cause in knowledge base articles
• Establish staff schedules and task allocation to ensure coverage aligned with SLA/OLA requirements
• Monitor and report on services and service levels
• Ensure the team maintains on-call and escalation coverage

ITSM Platform, Documentation & Training:

• Manage and administer the ITSM/ticketing platform (SolarWinds Service Desk), including workflows, knowledge base, and reporting
• Maintain and update dashboards for system health and ITSM metrics
• Ensure documentation and knowledge articles for recurring incidents and support procedures are created and maintained
• Develop the team's ability to co-manage the ITSM platform and create training materials

Compliance & Data Security:

• Ensure data integrity, access controls, and secure handling of confidential data and PHI across all systems
• Execute HIPAA compliance controls relevant to the IT Support function, including evidence collection supporting HITRUST r2 certification
• Partner with Security/Compliance leadership on audit readiness and risk assessments

Projects & Portfolio Governance:

• Provide input into IT Support-domain project plans regarding resourcing needs, timeline risks, and dependencies
• Coordinate with the PMO on schedule and dependencies for support-related initiatives
• Proactively escalate risk or emerging issues with recommended courses of action
• Develop and evolve the IT Support services roadmap in partnership with IT leadership

Team Leadership & Performance Management:

• Build 30-60-90-day onboarding plans and conduct onboarding for new hires
• Hold regular one-on-ones and conduct performance reviews at agreed intervals
• Identify and nominate staff for training, coursework, and certifications
• Manage timekeeping and leave administration for direct reports
• Interview and evaluate candidates and recommend hire/no-hire decisions
• Recommend performance ratings and improvement plans

What We're Looking For

Required Qualifications:

• Associate degree (or actively pursuing) in a technical field of study, with certificates in a computer-related field, or equivalent work experience
• 3+ years of IT support/service desk experience, including 1+ years in a lead or supervisory capacity
• Working knowledge of HIPAA regulations involving PHI
• Hands-on administration experience with an ITSM/ticketing platform (e.g., Freshservice, ServiceNow, SolarWinds Service Desk), including knowledge base and workflow configuration
• Experience with Office 365 and collaboration technologies
• Working familiarity with SQL or relational databases sufficient to query and troubleshoot support issues

Preferred Qualifications:

• ITIL Foundation certification or equivalent ITSM framework experience
• Scripting/automation experience (e.g., PowerShell) for support process improvement
• Experience supporting healthcare or other highly regulated clients

Key Competencies:

• Critical thinking and technical acumen in IT Support & ITSM
• Professionalism and composure under pressure
• Strong interpersonal and communication skills
• Flexibility and self-motivation
• Excellent documentation skills
• Team leadership and coaching abilities

Security Clearance: Must be able to pass all security clearances mandated by various government contracts as well as client healthcare security requirements. Any employee working on government projects will be required to successfully pass a government background check and receive a Common Access Card (CAC). Additionally, the applicant must be a U.S. citizen and will be subject to a Public Trust security background investigation.

How We Work with You

Our talent team at Get A Job.ai partners with leading organizations to connect exceptional professionals with career-defining opportunities. When you apply through our platform:

• You submit your application directly on getajob.ai
• A dedicated recruiter from our team will screen your qualifications and experience
• If you're a strong match, we'll submit your profile to our client for consideration
• We'll guide you through each stage of the interview process
• Please do not contact the client organization directly, as all communication should flow through Get A Job.ai

This is a full-time position based in the United States with remote work options available. The typical hours are Monday through Friday, 8:30 a.m. to 5 p.m., with some flexibility allowed outside of core hours (9:00 a.m. to 3:30 p.m.). Occasional evening, weekend, and overnight travel may be required.

Pay

Compensation details will be discussed during the interview process based on experience and qualifications.

Equal Employment Opportunity: Get A Job.ai is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.