IT Support Site Lead

Description

At Gifthealth, we're revolutionizing the way people experience healthcare by simplifying the process of managing prescriptions and health services. Our mission is to provide a seamless, personalized, and efficient healthcare experience for all our customers. We're a dynamic, innovative, and customer-centric company dedicated to making a positive impact on people's lives.

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)
• 2+ years of people management, supervisory, team lead, mentoring, or equivalent experience demonstrating increasing responsibility. (Required)
• Experience managing a technical support team in a multi-site environment. (Preferred)
• Experience working within an IT service management platform. (Preferred)
• 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)
• 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)
• Advanced troubleshooting skills across endpoints, applications,…