Remote Lead, Enterprise Applications Support

Socket.dev; United States; Remote; USD 110,000 - 160,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401(k)

Paid Time Off

Life Insurance

Short-term Disability

Job summary

AnewHealth is seeking a Lead of Application Support to oversee user-facing helpdesk functions for enterprise applications, drive issue resolution, and provide strategic leadership in IT service management.

You will mentor analysts, coordinate incident response, and collaborate with enterprise IT teams to improve workflows, documentation, and reporting while maintaining patient data integrity. This remote role offers comprehensive benefits and growth opportunities.

Qualifications

• Preferred: Bachelor's degree in computer science, information systems, or equivalent.
• Experience in a healthcare-based help desk, call center, or equivalent environment.

Responsibilities

• Coordinate daily operational support for Enterprise Applications.
• Act as the escalation point for critical patient-care application incidents and system outages.
• Facilitate swift incident mitigation to minimize downtime in high-stakes areas.
• Analyze workflows to identify, diagnose, and resolve systemic application software problems.
• Partner with technical teams to execute thorough root cause analysis for recurring issues.
• Review data entry workflows to maintain strict compliance and patient data integrity.
• Formulate standardized support documentation, build policies, and comprehensive user troubleshooting guides.
• Lead application verification testing during system upgrades, security patches, and scheduled maintenance windows.
• Mentor, train, and guide a specialized team of application analysts and support liaisons.
• Serve as the primary liaison between frontline staff and enterprise IT infrastructure teams.
• Manage operational relationships with software vendors to track service level agreement compliance.
• Assist in evaluating new software modules, system enhancements, and hardware deployment options.
• Help monitor the applications budget, including tracking software licensing and support contract renewals.
• Identify opportunities to automate routine system tasks and streamline user support workflows.
• Design and deliver continuous education programs for super-users regarding software updates.
• Track and report on daily support metrics, incident volumes, and resolution time trends.

Skills

Analytical skills

Healthcare software terminology

Windows 7/10 & Office 365

JIRA

Confluence

Communication (email/phone/chat)

Documentation

Independent work / self-directed

Team collaboration

Ability to work under pressure

Education

Bachelor's degree in CS/IS or equivalent

Tools

JIRA

Confluence

Job description

AnewHealth is seeking a Lead of Application Support to oversee user-facing helpdesk functions for enterprise applications, drive issue resolution, and provide strategic leadership in IT service management.

You will mentor analysts, coordinate incident response, and collaborate with enterprise IT teams to improve workflows, documentation, and reporting while maintaining patient data integrity. This remote role offers comprehensive benefits and growth opportunities.