IT Support Specialist Lead

Gifthealth Inc • Columbus, OH

just now • $84,000 - $99,000 • Onsite

About The Position

The IT Support Site 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.

Requirements

• High school diploma or equivalent. (Required)
• 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)
• 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, access, connectivity, and user environments. (Required)
• 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)
• Ability to coordinate workload, manage competing priorities, oversee ticket queues, ensure consistent support coverage, and maintain service expectations. (Required)
• Ability to assess issues, determine escalation paths, coordinate incident response, communicate impact, and drive issues through resolution. (Required)
• 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)
• Strong organizational skills, attention to detail, documentation discipline, and ability to improve support processes and service delivery. (Required)
• Understanding of data privacy and security best practices, including appropriate handling of sensitive or regulated information, such as PHI/HIPAA environments. (Required)

Nice To Haves

• IT certification, leadership training, or equivalent professional development. (Preferred)
• 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)

Responsibilities

• 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.
• Must be able to move throughout the facility to provide onsite technical support and oversight.
• Must be able to lift and transport IT equipment up to approximately 50 lbs.
• Must be able to work on a computer for extended periods.
• Must be able to communicate effectively with users, team members, leadership, vendors, and cross-functional partners.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED