IT Support Team Lead

POSITION TITLE: IT Support Team Lead

Supervised by: IT Operations Manager

Supervises: IT Support Team Members

FLSA Status: Non-Exempt / Full-Time

POSITION SUMMARY. MediQuant helps more than 250 health systems and hospital networks retire, secure, and modernize their legacy healthcare data. As IT Support Team Lead, you own the frontline experience for every employee and client who depends on MediQuant ’s systems working — and working securely.

The IT Support Team Lead owns the day-to-day performance, responsiveness, and service quality of MediQuant ’s IT Support function — service desk operations, the ITSM platform, and end-user technology across the business. This role leads the IT Support Team, sets support standards and processes, and partners closely with the IT Operations Manager on roadmap, staffing, and service-level commitments.

JOB DUTIES and ESSENTIAL FUNCTIONS . A qualified individual must be able to perform these essential functions of the job as listed, with or without accommodation.

Service Desk Operations & Incident Management

Owns day-to-day service desk operations, planning, and execution for MediQuant ’s IT Support function — both internal and client-facing.

Manages escalated incidents through to resolution; documents root cause and resolution in knowledge base articles for future reference.

Establishes staff working schedules and task allocation to ensure coverage aligned with contractual and client SLA/OLA requirements.

Monitors and reports on services and service levels, operating within the SLAs/OLAs negotiated by the IT Operations Manager.

Ensures the team maintains on-call/escalation coverage, escalating unresolved gaps to the IT Operations Manager.

ITSM Platform, Documentation & Training

Manages and administers the ITSM/ticketing platform SolarWinds Service Desk, including workflows, knowledge base articles, and reporting.

Maintains and updates dashboards for system health and ITSM metrics using existing templates and tooling.

Ensures documentation and knowledge articles for recurring incidents, support procedures, and automation tooling are created and maintained.

Develops staff ability to co-manage the ITSM platform; leads the team in developing training materials and onboarding documentation for support processes.

Compliance & Data Security

Ensures data integrity, access controls, and secure handling of Confidential Data and PHI across all systems and support interactions under this role’s oversight.

Executes HIPAA compliance controls relevant to the IT Support function, including evidence collection supporting MediQuant ’s HITRUST r2 certification. The IT Operations Manager holds operational compliance accountability; the Information Security Manager holds final compliance program ownership and audit sign-off.

Partners with Security/Compliance leadership on audit readiness, risk assessments, and remediation tracking for support-related findings.

Projects & Portfolio Governance

Provides input into IT Support-domain project plans — resourcing needs, timeline risks, and dependencies — and functions as a project resource on cross-functional IT projects when support expertise is required. Flags risk or slippage on owned initiatives to the IT Operations Manager.

Coordinates with the PMO/project management function on schedule and dependencies for support-related initiatives.

Independently verifies the actual state of support systems, tickets, and initiatives owned by this role, rather than relying solely on team- or vendor-reported status.

Proactively escalates risk, slippage, or emerging issues to the IT Operations Manager in advance of impact, with a recommended course of action.

Develops and evolves the IT Support services roadmap in partnership with the IT Operations Manager, aligning with the Infrastructure & Database Team Lead on shared platforms and dependencies.

Stakeholder Service & Process Improvement

Leads the support service approval process.

Ensures service awareness across all client onboarding activities, production deployments, and Go-Live support.

Ensures customer service excellence by monitoring tickets, reviewing customer feedback, and driving continuous improvement of the support experience.

Partners with HR, Implementation Services, Sales, or other business functions, as directed by the IT Operations Manager, to document new operational workflows that touch IT Support systems or tooling.

Team Leadership & Performance Management

Builds 30-60-90-day onboarding plans and conducts onboarding one-on-ones for new hires; provides input for their early (90-day) performance review.

Holds regular one-on-ones and conducts performance reviews at agreed intervals (90-day, semi-annual, annual) against competency standards set by Technology Leadership; the IT Operations Manager holds final accountability for ratings, salary discussions, and issuance.

Builds a day-to-day learning environment; identifies and nominates staff for training, coursework, and certifications. The IT Operations Manager approves and funds training and certification investment.

Manages timekeeping and leave administration for direct reports, including approval of timecards, PTO, and schedule adjustments to maintain operational coverage and payroll accuracy.

Interviews and evaluates candidates and recommends hire/no-hire decisions, partnering with Human Resources throughout; the IT Operations Manager holds final hiring sign-off.

Recommends performance ratings and Performance Improvement Plans (PIPs) to the IT Operations Manager for sign-off, and implements approved PIPs and other approved personnel actions.

Team Resourcing & Succession

Owns daily task, shift, and queue allocation to meet coverage and delivery commitments for the team.

Identifies and closes cross-training and skill-gap coverage needs within the team.

Translates IT Operations Manager-set team goals into day-to-day priorities and assignments.

Provides input on intra-team staffing and FTE allocation; the IT Operations Manager owns final allocation decisions.

Recommends succession candidates and escalates staffing or resourcing risk to the IT Operations Manager.

Competencies

Critical Thinking

Technical Acumen — IT Support & ITSM

Professionalism and Composure

Interpersonal and Communication Skills

Flexibility and Self-Motivation

Documentation Skills

Team Leadership and Coaching

Required Education and Experience

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 (administration or development not required).

Additional Eligibility Qualifications

ITIL Foundation certification, or equivalent ITSM framework experience.