Remote job
Lead, Enterprise Application Support
Job details
About this role
Role overview
Lead day-to-day support for enterprise applications in a healthcare environment, helping ensure that critical systems remain reliable and usable. This user-facing role combines incident leadership, technical triage, service management, team guidance, reporting, and continuous improvement. The position is remote and works closely with application support staff, infrastructure teams, business users, and software vendors.
Responsibilities
- Coordinate daily operational support and serve as the escalation point for serious application incidents and outages. - Analyze workflows and recurring problems, coordinate root-cause investigations, and drive issues toward durable resolution. - Protect data quality by reviewing application and data-entry processes used in patient-care operations. - Create support standards, troubleshooting guides, policies, and other documentation for users and analysts. - Lead application verification and regression testing during upgrades, security patches, and maintenance windows. - Mentor support personnel, monitor service metrics, track vendor commitments, and recommend workflow or policy improvements.
Requirements
- At least five years of experience in a healthcare help desk, call center, application support, or comparable environment. - At least two years of supervisory or team-lead experience. - Strong analytical, organizational, problem-solving, prioritization, and attention-to-detail skills. - Familiarity with healthcare software terminology and experience supporting non-technical users. - Working knowledge of Windows environments, Microsoft 365, and tools such as Jira and/or Confluence. - Clear written and verbal communication, independent judgment, and the ability to manage multiple urgent issues under pressure.
Benefits and work setup
- Remote work arrangement. - Full-time benefits include medical, dental, and vision coverage; flexible spending options; company-paid life insurance and short-term disability; voluntary benefits; retirement savings; paid time off; and paid holidays. Medical, dental, and vision coverage begin the first day of the month after hire.