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.
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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.
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Coordinates daily support operations, including workload distribution, ticket queue oversight, staffing coverage, escalation triage, adherence to support processes, and service expectations.
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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.
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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.
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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.
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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.
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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.
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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.
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Education: High school diploma or equivalent. (Required)
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Licensure/Certification: IT certification, leadership training, or equivalent professional development. (Preferred)
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Experience:
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4+ years of experience in IT support, help desk, or technical support roles. (Required)
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2+ years of people management, supervisory, team lead, mentoring, or equivalent experience demonstrating increasing responsibility. (Required)
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Experience managing a technical support team in a multi-site environment. (Preferred)
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Experience working within an IT service management platform. (Preferred)
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Experience supporting healthcare or regulated environments. (Preferred)
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Knowledge, Skills, & Abilities:
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Strong understanding of end-user computing environments, devices, peripherals, business applications, enterprise support tools, and related identity, endpoint management, or cloud productivity platforms. (Required)
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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)
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Advanced troubleshooting skills across endpoints, applications, access, connectivity, and user environments. (Required)
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Demonstrated ability to lead, coach, develop, and hold team members accountable while supporting a culture of collaboration, customer service, technical growth, and continuous improvement. (Required)
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Ability to coordinate workload, manage competing priorities, oversee ticket queues, ensure consistent support coverage, and maintain service expectations. (Required)
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Ability to assess issues, determine escalation paths, coordinate incident response, communicate impact, and drive issues through resolution. (Required)
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Strong communication and collaboration skills with the ability to engage technical and non-technical users, leadership, vendors, IT Support, IT Operations, Engineering, Facilities, and business functions. (Required)
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Strong organizational skills, attention to detail, documentation discipline, and ability to improve support processes and service delivery. (Required)
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Understanding of data privacy and security best practices, including appropriate handling of sensitive or regulated information, such as PHI/HIPAA environments. (Required)
Work Environment
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Location: On Site
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Schedule: Standard Gifthealth business hours with participation in an on-call rotation as required; specific schedules may vary based on site and operational needs.
Consistent onsite presence is required to support users, manage team operations, maintain visibility into site activities, and ensure IT readiness during key site events, including client, partner, and auditor visits. This role may require schedule adjustments to support critical events outside standard business hours.
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Must be able to move throughout the facility to provide onsite technical support and oversight.
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Must be able to lift and transport IT equipment up to approximately 50 lbs.
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Must be able to work on a computer for extended periods.
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Must be able to communicate effectively with users, team members, leadership, vendors, and cross-functional partners.
Status: Full-time
FLSA: Exempt
Gifthealth is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, transgender status, national origin, age, disability, veteran status, or any other legally protected status.
We celebrate diversity and are committed to creating an inclusive environment for all employees. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply!
This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required of personnel. Gifthealth reserves the right to modify job duties or descriptions at any time.
