onsite
Lead IT Specialist Customer Support - National Institutes of Health
Software Engineer
Lead a high‑performing IT support team in a dynamic clinical research environment, driving technology initiatives, resolving complex technical issues, and delivering customer‑focused solutions that enable world‑class patient care and research.
About the role
Key Responsibilities
- Lead, mentor, and manage a skilled IT support team to deliver timely, high‑quality service across the Clinical Center.
- Design and implement technology solutions that enhance clinical workflows, data integrity, and patient safety.
- Diagnose and resolve complex hardware, software, and network issues, ensuring minimal downtime for research and clinical operations.
- Collaborate with cross‑functional stakeholders to prioritize and execute IT projects aligned with institutional goals.
- Develop and maintain documentation, knowledge bases, and best‑practice guidelines for support processes.
Requirements
- Proven experience in IT support within a healthcare or research setting.
- Strong leadership skills with a track record of building and motivating high‑performing teams.
- Excellent troubleshooting abilities across Windows, Linux, and network environments.
- Effective communication skills, able to translate technical concepts to non‑technical stakeholders.
- Project management experience and familiarity with ITIL or similar frameworks is a plus.