IT Support Lead (Tier 2) — Cloud, EHR & MDM, Travel

Bournewood Health Systems; Brookline (MA); On-site; USD 90,000 - 130,000; Full time

Job summary

Bournewood Health Systems in Brookline, MA seeks an experienced IT Lead to deliver Tier 2 end-user support both remotely and on-site. You will lead a small team, coordinate with contractors, and drive incident resolution for OS, software, cloud services, EHR, and MDM deployments.

The role emphasizes proactive service, knowledge base development, training, and collaboration with vendors on security and infrastructure projects, with travel as needed.

Qualifications

• 5+ years in IT support with end-user focus.
• Experience leading a small team preferred.
• Experience managing Microsoft cloud services.
• MDM administration experience required.
• Strong hardware and software comprehension; advanced users.
• Ability to work independently and with contractors.

Responsibilities

• Lead Tier 2 support tickets with minimal guidance.
• Coordinate with IT Support Services to close incidents promptly.
• Maintain high customer service standards.
• Collaborate with 3rd party Support Desk to resolve issues.
• Oversee deployment and configuration of hardware and software.
• Coordinate equipment procurement from vendors.
• Assist in MDM and cloud service administration.
• Document troubleshooting and setup procedures.
• Assist in IT infrastructure, security, and app development projects.
• Provide 1-on-1 or group training including EHR support.

Skills

End user support

Team leadership

Cloud services

MDM administration

Training others

RMM tools

Project coordination

Technical documentation

Job description

Bournewood Health Systems in Brookline, MA seeks an experienced IT Lead to deliver Tier 2 end-user support both remotely and on-site. You will lead a small team, coordinate with contractors, and drive incident resolution for OS, software, cloud services, EHR, and MDM deployments.

The role emphasizes proactive service, knowledge base development, training, and collaboration with vendors on security and infrastructure projects, with travel as needed.