IT Support Site Lead

Position Summary

The IT Support Specialist Lead is responsible for leading IT support operations at an assigned Gifthealth site, including the day‑to‑day management of IT Support Specialist I and II team members. Reporting to the IT Support Manager, this role coordinates workload, manages escalations, supports staff development, partners with site leadership and cross‑functional teams, and serves as the primary IT representative for the site.

This position focuses on consistent service delivery, effective incident coordination, strong team performance, site‑level technology readiness, and a high‑quality end‑user support experience that helps maintain pharmacy operations, dispensing workflows, and business continuity.

• Directly manages IT Support Specialist I and II team members at the assigned site, including regular 1:1 meetings, performance feedback, coaching, professional development, onboarding, training, and accountability.
• Coordinates daily support operations, including workload distribution, ticket queue oversight, staffing coverage, escalation triage, adherence to support processes, and service expectations.
• Serves as the primary escalation point and on‑site incident command lead for complex, sensitive, high‑impact, or IT‑impacting events, ensuring appropriate communication, resource coordination, business impact awareness, documentation, and timely resolution.
• Monitors team performance against service quality, response‑time, resolution, documentation, first‑contact resolution, escalation efficiency, and overall support expectations; identifies gaps and drives corrective action.
• Serves as the primary IT point of contact for the site, maintaining visibility into site operations, risks, upcoming changes, technology needs, local leadership priorities, and site‑level planning.
• Coordinates site‑level IT activities, including hardware deployments, office changes, technology rollouts, vendor support, site‑level asset lifecycle tracking, peripheral planning, procurement recommendations, and budget input for site technology needs.
• Partners with IT Operations, Engineering, Facilities, vendors, and business leadership to implement changes, resolve recurring issues, align site needs with broader IT priorities, maintain site‑specific documentation, and drive continuous improvement in support workflows and service delivery.
• Provides backup site leadership coverage for other Gifthealth locations as needed, including escalation support, incident coordination, staffing guidance, and site‑readiness support during another IT Support Site Lead’s absence.

• Education:
  
  High school diploma or equivalent. (Required)
• Licensure/Certification: IT certification, leadership training, or equivalent professional development. (Preferred)
• Experience:
  
  4+ years of experience in IT support, help desk, or technical support roles. (Required)
• Experience:
  
  2+ years of people management, supervisory, team lead, mentoring, or equivalent experience demonstrating increasing responsibility. (Required)
• Experience:
  
  Experience managing a technical support team in a multi‑site environment. (Preferred)
• Experience:
  
  Experience working within an IT service management platform. (Preferred)
• Experience:
  
  Experience supporting healthcare or regulated environments. (Preferred)
• Knowledge, Skills, & Abilities:
  Strong understanding of end‑user computing environments, devices, peripherals, business applications, enterprise support tools, and related identity, endpoint management, or cloud productivity platforms. (Required)
• Knowledge, Skills, & Abilities:
  Working knowledge of enterprise support tools and platforms such as Okta, Google Workspace, Slack, IT service management platforms, endpoint management/MDM tools, and cloud‑based business applications. (Required)
• Knowledge, Skills, & Abilities:
  Advanced troubleshooting skills across endpoints, applications, access, connectivity, and user environments. (Required)
• Knowledge, Skills, & Abilities:
  Demonstrated ability to lead, coach, develop, and hold team members accountable while supporting a culture of collaboration, customer service, technical growth, and continuous improvement.…