Application Support Team Lead (NextGen)

DAS Health

86d

About The Position

The Application Support Team Lead is responsible for leading a team of application support specialists in providing exceptional client service within a tiered help desk environment. This role ensures timely triage, escalation, and resolution of client issues while maintaining operational excellence and driving continuous improvement. This position is specifically aligned with NextGen applications and requires 3–5+ years of hands-on experience supporting NextGen or NextGen Office, ideally within a technical support or help desk setting. The ideal candidate combines strong leadership skills with deep technical knowledge and a commitment to high-quality client care.

Requirements

• Bachelor’s degree in Information Science, Computer Science, Engineering, or a related field preferred. Equivalent experience will be considered.
• Minimum 5 years of hardware and software systems support experience.
• 3–5+ years of hands-on experience supporting NextGen or NextGen Office, ideally within a help desk or application support environment.
• Experience supporting other EHR systems (Aprima, Medisoft, etc.) a plus.
• Proficiency with remote troubleshooting tools and diagnostic methodologies.
• Familiarity with Microsoft SQL (MSSQL) preferred.
• Experience with ConnectWise or similar ticketing and reporting systems.
• Proven experience leading, mentoring, and managing technical support teams.
• Strong communication, interpersonal, and client relationship skills.
• Ability to coach effectively, hold teams accountable, and maintain high responsiveness standards.

Responsibilities

• Lead and mentor a team of Application Support Specialists across Tier 1–3 levels, ensuring adherence to escalation protocols and performance standards.
• Provide regular coaching and feedback to enhance technical and client service skills.
• Serve as a technical escalation point for complex client issues, particularly within Tier 2 and Tier 3 channels.
• Deliver advanced technical and application support to clients via phone, email, and remote sessions.
• Apply analytical and diagnostic techniques to identify, troubleshoot, and resolve NextGen-related issues.
• Collaborate with internal teams and third-party vendors to ensure timely and effective issue resolution.
• Monitor team metrics, including ticket turnaround time, resolution rates, and SLA adherence.
• Utilize ConnectWise and related reporting tools to track performance and identify process improvement opportunities.
• Maintain a utilization score of at least 70%.
• Develop and maintain Standard Operating Procedures (SOPs) to ensure consistency and scalability across support tiers.
• Standardize troubleshooting, documentation, and escalation practices across the team.
• Partner with internal departments to support smooth handoffs, project coordination, and client onboarding.
• Facilitate regular team meetings and performance check-ins to align goals and share best practices.
• Act as a client-facing point of contact for high-touch communication and priority issues.

Benefits

• Competitive compensation and comprehensive benefits
• Opportunities for professional development and certification
• A flexible, remote-friendly work environment
• A culture that supports collaboration, excellence, and advancement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree