Lead, Enterprise Application Support

Job Details

The Lead of Application Support, is a user-facing role and responsible for directly managing helpdesk functions of the application support staff, performing issue escalation, incident management, and key reporting for senior leadership. The Lead position is focused on driving issue resolution, reducing resolution times across key service lines, and ensuring that team members have adequate resources to solve issues accurately at the first point of interaction with customers. As a trusted advisor to Application Support leadership, the Lead will be empowered to recommend improvements to workflow, process, or policies as it relates to IT Service Management objectives. The Lead may also be leveraged in a technical capacity to provide direct resolution or triage of incoming issues.

Responsibilities

Primary Functions: 70% of Time

• Coordinate daily operational support for Enterprise Applications

• Act as the escalation point for critical patient-care application incidents and system outages.

• Facilitate swift incident mitigation to minimize downtime in high-stakes areas.

• Analyze workflows to identify, diagnose, and resolve systemic application software problems.

• Partner with technical teams to execute thorough root cause analysis for recurring issues.

• Review data entry workflows to maintain strict compliance and patient data integrity.

• Formulate standardized support documentation, build policies, and comprehensive user troubleshooting guides.

• Lead application verification testing during system upgrades, security patches, and scheduled maintenance windows.

Strategic Leadership & Vendor Management: 20% of Time

• Mentor, train, and guide a specialized team of application analysts and support liaisons.

• Serve as the primary liaison between frontline staff and enterprise IT infrastructure teams.

• Manage operational relationships with software vendors to track service level agreement compliance.

• Assist in evaluating new software modules, system enhancements, and hardware deployment options.

• Help monitor the applications budget, including tracking software licensing and support contract renewals.

Continuous Improvement & Training: 10% of Time

• Identify opportunities to automate routine system tasks and streamline user support workflows.

• Design and deliver continuous education programs for super-users regarding software updates.

• Track and report on daily support metrics, incident volumes, and resolution time trends.

Education

• Preferred:  Bachelors degree in computer science, information systems, or equivalent

Experience

• 5+ year of experience in a healthcare-based help desk, call center, or equivalent environment required

• 2+ year of experience in a supervisory role

Skills & Abilities

• Strong analytical abilities, organizational skills, problem-solving skills, and attention to detail.

• Demonstrated experience with healthcare software terminology.

• Proficiency with Windows 7/10 and Microsoft Office 365.

• Experience with JIRA and/or Confluence.

• Ability to communicate clearly via email, telephone, or instant message.

• Ability to create/update supporting documentation.

• Ability to work independently in a self-directed manner and collaboratively as a team member.

• Demonstrated ability to work with non-technical personnel.

• Ability to handle stress and prioritize multiple issues in a fast-paced environment and under tight project deadlines

This is a remote position.

AnewHealth offers a comprehensive benefit package for full-time employees that includes medical/dental/vision, flexible spending, company-paid life insurance and short-term disability as well as voluntary benefits, 401(k), Paid Time Off and paid holidays. Medical, dental and vision coverage are effective 1st of the month following date of hire.