What are the responsibilities and job description for the Lead, IT Support position at Mid-America Transplant Services?
Lifesaving & Life-Changing Work
A career at Mid-America Transplant means giving hope and healing to the 100,000 patients on the transplant waiting list, bringing peace to families in mourning, building a legacy for donors, and stewarding their lifesaving gifts. No matter what role you play or how challenging the work can sometimes be, we find that helping save and celebrate the lives of others often changes your own life in the process. Join the Mid- America Transplant team. It’s the toughest job you’ll ever love.
What We Do
Simply put, we help save lives — and we’re proud to say we’ve been nationally recognized for how well we do it. We conduct and fund game-changing research. We educate the public to prevent medical issues and the need for transplants. We offer grief resources to donor families. Pioneer new facilities and protocols that improve the viability of organ and tissue donations. We provide affordable, temporary housing for transplant patients and their families. Partner with community organizations to drive donor registration. We meet with schools, clergy, and local leaders to share our cause and our message. We stop at nothing because we’re the kind of people who give everything.
The Position
The Lead, IT support operations, access management workflows across critical systems, including Microsoft 365, RingCentral, and enterprise applications. Ensures timely resolution of service requests, oversees user lifecycle events and device inventory, and supports audit readiness through access compliance and documentation. Drives process improvement and automation efforts while coordinating cross-functional projects and support initiatives. Collaborates cross-functionally with Development, Infrastructure, Business Intelligence, HR, Compliance, Clinical, and Security teams to ensure efficient, secure, and scalable support services.
What You’ll Do
- Serve as escalation point for complex issues and coordinate workload distribution in partnership with management.
- Manage ticket queue, workload distribution, and SLA adherence.
- Coordinate support initiatives (hardware refreshes, onboarding improvements, system migrations).
- Oversee user access provisioning, deprovisioning, and role changes across internal systems.
- Maintain User agreements and lifecycle documentation to support audit and readiness and regulatory alignment.
- Conduct periodic user access audits, maintain documentation, ensure regulatory aligned controls, partner with security and compliance teams.
- Manage Ivanti ticketing, knowledge base, and service catalog workflows aligned to ITIL and ISM best practices.
- Track support tools and license renewals, identify opportunities to consolidate and optimize spend.
What You’ll Bring
- Bachelor's degree in Information Technology, Computer Science, Health Information Management, or related field or equivalent work experience.
- Three years of experience in IT support or service desk roles.
- One year of direct supervisory experience or technology leadership experience over IT support staff.
- Experience using IT service management platforms (e.g. Ivanti, ServiceNow) within an ITIL framework.
- Familiarity with RingCentral apps (EX app, Admin Portal, and Contact Center) for user setup and troubleshooting.
- Understanding of user access lifecycle management (provisioning, role changes, offboarding) in a regulated environment.
- Awareness of audit and compliance considerations related to access control.
- Proficiency in daily support operations, ticket triage, and escalation management.
- Intermediate to advanced skills in Microsoft 365 apps, including Teams, Outlook, SharePoint, Excel, and Word.
- Skilled at organizing tasks, documenting workflows, and maintaining accountability in fast-paced environments.
What We’ll Bring
- Health insurance premium option at zero out of pocket for single coverage, eligible on your first day
- 401(k) Retirement Match - offering up to a 5% match of annual salary starting the 1st day of the month following your start date
- 401(k) Retirement Plan – offering up to another 9% contribution of your annual salary after one year
- Paid Life Insurance – four times your salary
- Paid Long Term Disability
- Annual incentive plan in addition to annual salary increases
- Tuition Reimbursement
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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