JOB SUMMARY

At GoHealth Urgent Care, we prioritize our patients’ needs by providing an effortless patient experience, a welcoming culture of care, and seamless integration with market-leading health systems and our communities. This role supports, maintains, troubleshoots, and documents GoHealth systems and services while providing world-class customer service to our end users.
The IT Support Supervisor plays a key role in ensuring high-quality IT support by overseeing daily IT support operations, mentoring IT Support Technicians & IT Support Specialists, and driving efficiency in service delivery. This role bridges frontline IT support and higher-tier technical teams, ensuring smooth issue resolution and adherence to IT best practices. The IT Support Technician is critical to establishing long-term goals related to patient experience, provider throughput, and evolving technology. This position works in a challenging, fast-paced
environment, focusing on agile and rapid deployment for customer solutions.
This role is responsible for overseeing the IT Support Specialists (Tier 2) & IT Support Technicians (Tier 1) managing escalations and collaborating with other IT leadership to develop support strategies, improve workflow efficiency, and enhance the user experience. The IT Support Supervisor also plays a crucial role in training and mentoring IT Support staff, ensuring their technical skills align with organizational needs. This role will have direct reports from both Tier 1 and Tier 2 and will be expected to schedule, coach, provide critical feedback regularly as well as conduct annual reviews for direct reports.

JOB REQUIREMENTS

Education
Bachelor’s degree or equivalent experience preferred
Work Experience
4+ years of IT support experience preferred
1 year in a leadership or mentoring role preferred
Experience with IT support ticketing systems, asset management, and IT service delivery.
Strong background in troubleshooting Windows, macOS, networking, and enterprise applications.
Experience providing technical support via phone, video, and direct user interactions.
Licenses/Certifications
Azure Fundamentals (AZ-900) preferred § Microsoft 365 Fundamentals (MS-900) preferred
CompTIA A+ preferred § CompTIA Network+ preferred
CompTIA Security+ preferred § Apple Certifications preferred
ITIL Foundation Certification

Additional Knowledge, Skills and Abilities Required

• Strong leadership and mentoring abilities.
• Excellent problem-solving, analytical, and troubleshooting skills.

· Ability to manage and prioritize multiple issues in a fast-paced environment. · Strong organizational skills with attention to detail.

• Ability to communicate complex technical concepts in a simple, user-friendly manner.
• Experience documenting and improving IT processes.
• Knowledge of IT security best practices and IT service management principles.

Additional Knowledge, Skills, and Abilities Preferred
Familiarity and experience with healthcare regulatory compliance and reporting bodies (HIPAA, JACHO, etc.)

knowledgeable support.

• Act as a liaison between IT support teams and other departments, ensuring seamless communication an

• Provide day-to-day leadership, guidance, and mentoring to the IT Support team.
• Act as the primary escalation point for complex technical issues beyond IT Support Staff capabilities.
• Oversee workload distribution and ensure tickets are resolved according to SLAs and priority levels.
• Assist with hiring, onboarding, training, and professional development of IT Support staff.
• Conduct regular team meetings, coaching sessions, and performance reviews.
• Foster a collaborative, customer-focused, and high-performing team culture.
• Oversee configurations, security policies, and maintenance of user profiles, access permissions, and

network settings.

• Ensure proper troubleshooting of cloud and hybrid environments, including Active Directory, Group Policy,

Microsoft Intune, and Mobile Device Management (MDM) solutions.

• Coordinate with Tier 3 (Systems Admins, Engineering, Security) teams to escalate critical technical issues.
• Identify patterns in recurring IT problems and work on long-term solutions and automation improvements.
• Assist in IT projects, including system upgrades, software deployments, and process enhancements.
• Monitor and track IT assets to ensure efficient deployment and lifecycle management.
• Ensure IT Support team delivers excellent customer service through professional, efficient, and

knowledgeable support.

• Act as a liaison between IT support teams and other departments, ensuring seamless communication and

collaboration.

• Maintain awareness of common user issues and provide proactive guidance to reduce repeated problems.
• Develop and deliver IT training materials for both end users and IT Support Specialists.
• Handle escalations involving high-priority incidents, ensuring timely updates and resolutions.
• Ensure adherence to IT policies, security standards, and compliance regulations (HIPAA, JACHO, etc.).
• Monitor team performance metrics and report insights to IT leadership.
• Identify opportunities for automation and workflow improvements in IT support processes.
• Ensure the IT knowledge base is updated and leveraged to improve resolution times and knowledge

sharing.

• Support security teams in investigating and resolving access control and security-related issues.

Note: this job description is not inclusive of all the duties of the position. You may be asked by leaders to perform other duties. Management reserves the right to revise this position description at any time