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Application Support Team Lead (NextGen)
Application Support Team Lead (NextGen)DAS Health • US
Application Support Team Lead (NextGen)

Application Support Team Lead (NextGen)

DAS Health • US
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Application Support Team Lead (NextGen Focus) Location :

  • Remote Department : Support / LMS Employment Type : Full-Time, Exempt About DAS Health DAS Health is a leading provider of health IT, management, and consulting solutions, empowering healthcare organizations to achieve operational excellence and deliver better patient care.
  • We combine industry expertise with cutting-edge technology to drive measurable results for our clients.
  • Join a passionate, collaborative team that thrives on innovation and delivering exceptional service to healthcare providers nationwide.
  • Position Summary The Application Support Team Lead is responsible for leading a team of application support specialists in providing exceptional client service within a tiered help desk environment.
  • This role ensures timely triage, escalation, and resolution of client issues while maintaining operational excellence and driving continuous improvement.
  • This position is specifically aligned with NextGen applications and requires 3–5+ years of hands-on experience supporting NextGen or NextGen Office , ideally within a technical support or help desk setting .
  • The ideal candidate combines strong leadership skills with deep technical knowledge and a commitment to high-quality client care.
  • Key Responsibilities Team Leadership & Oversight Lead and mentor a team of Application Support Specialists across Tier 1–3 levels, ensuring adherence to escalation protocols and performance standards.
  • Provide regular coaching and feedback to enhance technical and client service skills.
  • Serve as a technical escalation point for complex client issues, particularly within Tier 2 and Tier 3 channels.
  • Client Support & Issue Resolution Deliver advanced technical and application support to clients via phone, email, and remote sessions.

Apply analytical and diagnostic techniques to identify, troubleshoot, and resolve NextGen-related issues.

  • Collaborate with internal teams and third-party vendors to ensure timely and effective issue resolution.
  • Performance & SLA Management Monitor team metrics, including ticket turnaround time, resolution rates, and SLA adherence.
  • Utilize ConnectWise and related reporting tools to track performance and identify process improvement opportunities.
  • Maintain a utilization score of at least 70%.
  • Process Improvement & SOP Development Develop and maintain Standard Operating Procedures (SOPs) to ensure consistency and scalability across support tiers.
  • Standardize troubleshooting, documentation, and escalation practices across the team.
  • Collaboration & Communication Partner with internal departments to support smooth handoffs, project coordination, and client onboarding.
  • Facilitate regular team meetings and performance check-ins to align goals and share best practices.
  • Act as a client-facing point of contact for high-touch communication and priority issues.
  • Requirements Education Bachelor’s degree in Information Science, Computer Science, Engineering, or a related field preferred.
  • Equivalent experience will be considered.
  • Experience Minimum 5 years of hardware and software systems support experience. 3–5+ years of hands-on experience supporting NextGen or NextGen Office , ideally within a help desk or application support environment .
  • Experience supporting other EHR systems (Aprima, Medisoft, etc.) a plus.
  • Technical Skills Proficiency with remote troubleshooting tools and diagnostic methodologies.
  • Familiarity with Microsoft SQL (MSSQL) preferred.
  • Experience with ConnectWise or similar ticketing and reporting systems.
  • Leadership & Communication Proven experience leading, mentoring, and managing technical support teams.
  • Strong communication, interpersonal, and client relationship skills.
  • Ability to coach effectively, hold teams accountable, and maintain high responsiveness standards.
  • Why Join DAS Health?
  • At DAS Health, you’ll be part of a collaborative team that values growth, accountability, and innovation.

    • We offer :

  • Competitive compensation and comprehensive benefits Opportunities for professional development and certification A flexible, remote-friendly work environment A culture that supports collaboration, excellence, and advancement Powered by JazzHR
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