IT Application Support Team Lead

Job Description

Job Description

MedStar Shah MSO is seeking an experienced IT Application Support Team Lead to oversee daily operations of our application support team, drive system reliability, and enhance user experience across our clinical and administrative applications. This role combines leadership, technical expertise, and cross-departmental collaboration to support mission-critical systems in a fast-paced healthcare environment.

Key ResponsibilitiesTeam Leadership & Oversight

Supervise day-to-day activities of the Application Support team.

Mentor, train, and provide performance feedback to staff.

Ensure timely resolution of support requests and proper documentation.

Coordinate on-call support, task prioritization, and workload distribution.

Application Lifecycle Management

Oversee configuration, maintenance, and optimization of clinical and administrative applications.

Collaborate with users, vendors, and IT leadership to analyze business needs and implement improvements.

Lead upgrades, patch management, and testing efforts.

Ensure compliance with change control processes and documentation standards.

User Engagement & Support

Act as an escalation point for complex user issues and vendor interactions.

Promote adoption of applications through communication, training, and support.

Develop training materials, guides, and SOPs for end-users and internal staff.

Compliance & Security

Ensure systems meet HIPAA, HITECH, and other regulatory requirements.

Promote cybersecurity and privacy standards across supported applications.

Participate in internal audits, risk assessments, and policy enforcement.

Project & Cross-Functional Coordination

Support IT leadership with projects such as EHR upgrades, new rollouts, and workflow redesigns.

Coordinate with clinical, administrative, and technical teams to ensure success.

Monitor and report project milestones, risks, and resource needs.

Qualifications

Required :

Bachelor’s degree in Information Technology, Healthcare Informatics, or related field preferred.

Minimum 5 years of progressive application support experience, including team lead / supervisory roles.

Strong knowledge of Microsoft 365, Windows OS, and healthcare applications (EHR / EMR).

Experience managing support workflows and service ticketing systems.

Strong organizational, problem-solving, and interpersonal skills.

Preferred :

Certifications (e.g., CompTIA, Microsoft, ITIL, Epic, Cerner).

Knowledge of healthcare IT operations and clinical workflows.

Experience with change / release management and regulatory compliance.

Familiarity with MDM, imaging, and endpoint management solutions.

Physical & Work Environment Requirements

Ability to lift / move equipment up to 50 lbs.

Comfortable working in varied environments (clinical spaces, server rooms, elevated / tight areas).

Flexibility for evening / weekend work during go-lives, upgrades, or emergencies.

Why Join Us?

At MedStar Shah MSO, we value professionalism, collaboration, and integrity. As a member of our IT team, you will :

Play a key role in ensuring system reliability and user satisfaction.

Work in a collaborative environment committed to innovation and excellence.

Grow professionally through continuous learning and skill development.