IT Support Team Lead

About this role

POSITION TITLE: IT Support Team Lead Supervised by: IT Operations Manager Supervises: IT Support Team Members FLSA Status: Non-Exempt / Full-Time POSITION SUMMARY. MediQuant helps more than 250 health systems and hospital networks retire, secure, and modernize their legacy healthcare data. As IT Support Team Lead, you own the frontline experience for every employee and client who depends on MediQuant ’s systems working — and working securely. The IT Support Team Lead owns the day-to-day performance, responsiveness, and service quality of MediQuant ’s IT Support function — service desk operations, the ITSM platform, and end-user technology across the business. This role leads the IT Support Team, sets support standards and processes, and partners closely with the IT Operations Manager on roadmap, staffing, and service-level commitments. JOB DUTIES and ESSENTIAL FUNCTIONS . A qualified individual must be able to perform these essential functions of the job as listed, with or without accommodation. Service Desk Operations & Incident Management Owns day-to-day service desk operations, planning, and execution for MediQuant ’s IT Support function — both internal and client-facing. Manages escalated incidents through to resolution; documents root cause and resolution in knowledge base articles for future reference. Establishes staff working schedules and task allocation to ensure coverage aligned with contractual and client SLA/OLA requirements. Monitors and reports on services and service levels, operating within the SLAs/OLAs negotiated by the IT Operations Manager. Ensures the team maintains on-call/escalation coverage, escalating unresolved gaps to the IT Operations Manager. ITSM Platform, Documentation & Training Manages and administers the ITSM/ticketing platform SolarWinds Service Desk, including workflows, knowledge base articles, and reporting. Maintains and updates dashboards for system health and ITSM metrics using existing templates and tooling. Ensures documentation and knowledge articles for recurring incidents, support procedures, and automation tooling are created and maintained. Develops staff ability to co-manage the ITSM platform; leads the team in developing training materials and onboarding documentation for support processes. Compliance & Data Security Ensures data integrity, access controls, and secure handling of Confidential Data and PHI across all systems and support interactions under this role’s oversight. Executes HIPAA compliance controls relevant to the IT Support function, including evidence collection supporting MediQuant ’s HITRUST r2 certification. The IT Operations Manager holds operational compliance accountability; the Information Security Manager holds final compliance program ownership and audit sign-off. Partners with Security/Compliance leadership on audit readiness, risk assessments, and remediation tracking for support-related findings. Projects & Portfolio Governance Provides input into IT Support-domain project plans — resourcing needs, timeline risks, and dependencies — and functions as a project resource on cross-functional IT projects when support expertise is required. Flags risk or slippage on owned initiatives to the IT Operations Manager. Coordinates with the PMO/project management function on schedule and dependencies for support-related initiatives. Independently verifies the actual state of support systems, tickets, and initiatives owned by this role, rather than relying solely on team- or vendor-reported status. Proactively escalates risk, slippage, or emerging issues to the IT Operations Manager in advance of impact, with a recommended course of action. Develops and evolves the IT Support services roadmap in partnership with the IT Operations Manager, aligning with the Infrastructure & Database Team Lead on shared platforms and dependencies. Stakeholder Service & Process Improvement Leads the support service approval process. Ensures service awareness across all client onboard

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