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Senior Team Lead, Client Support

Dublin, Dublin, Ireland

Job Description

The team is comprised of technical analysts and solution architects who provide tier two and tier three application support for our European clients. This team triages and investigates our support tickets and works to provide resolution to meet our KPIs and contractual commitments for client support. They collaborate frequently across solutions and across international offices when deeper assistance is needed to determine root cause. The team communicates directly with our European customers and works to prioritize issues according by impact including escalated needs present in a healthcare delivery. As needed, they will provide translation from languages in client contracts to English for use across our support resources in Ireland and across the company.

The senior team lead supervises a team of analysts and architects to manage the operational performance goals for client support. They develop and direct work schedules and monitor workflow to achieve established goals and objectives. The role is responsible for ensuring the team delivers functional and technical solutions to customers. They will ensure that operational policies are followed and that business objectives are achieved by focusing on best practices and process improvements. They apply Oracle Cerner methodology, company procedures, and leading practices. The leader will provide coaching, guidance, and feedback to develop skills of team members and take corrective actions to address poor performers. The role will also perform administrative duties such as approving timesheets and expenses.
The senior team lead coordinates the daily activities of a work group, setting priorities to ensure task completion. They maintain orderly work processes by coordinating work flow and work quality. The leader uses individual knowledge and skills to develop team members. They resolve problems through immediate actions or short-term planning.

Duties for this role include:

  • Plan and manage the operations of associates assigned to perform solution-related service request investigation, incident resolution, and application maintenance

  • Manage production support ticket queues

  • Manage the creation and maintenance of knowledge databases to support business processes to deliver more efficient problem identification and resolution

  • Analyze incoming ticket data and seek opportunities to balance resources, improve processes and increase productivity

  • Identify trends and propose solutions to mitigate issues related to client and solution delivery satisfaction issues, manage client expectations, and develop plans to exceed client expectations

  • Plan, delegate and direct the team’s day-to-day work to achieve operational targets or objectives with contribution to the immediate results for the team or department

  • Communicate policies, practices, and procedures within immediate area of responsibility to stakeholders within the department

  • Identify and lead team-level quality and process improvement initiatives

  • Deliver consistent and timely training, guidance, and feedback to encourage associate success

  • Provide input on staffing and performance decisions for direct reports

  • Supervise a team of 8-12 associates

Working Environment

Hybrid & Onsite: No Relocation Assistance Offered

This position offers a Hybrid & Onsite working environment. Meaning you will split working time between a Cerner office or client site and remote. If your current geographical location requires relocating, Cerner will not offer relocation assistance to the specified location. #LI-Hybrid

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Because It's Personal

Time: 2:57

Additional Information

Working Environment Hybrid & Onsite: No Relocation Assistance Offered
Relocation Assistance Available for this Job: No


Basic Qualifications:
  • At least 6 years total combined related work experience and completed higher education, including:

  • At least 1 year Customer service, call center, hospitality and/or technical support work experience

  • At least 5 years additional work experience directly related to the duties of the job and/or completed higher education including:

  • High School Diploma

  • Fluent in English.

  • Excellent client communication experience, particularly in handling customer or client escalations

  • Demonstrated experience with performance management, coaching and annual evaluations for a large span
  • Previous training and application of soft skills to build a team culture

Preferred Qualifications:

  • At least 1 year people management, matrix management, project management or other indirect leadership work experience

  • Familiarity with Incident support workflows and ITIL standards such as SLA, ticket classification, and prioritization

  • Experience with data collection from a tooling systems for KPIs and presentation to executive audience as part of regularly operating cadence

  • Background with Oracle Cerner Millennium applications
  • ​​​​​​​This position is hybrid and will require in-office days in our Dublin, Ireland location.


  • Willing to work additional or irregular hours as needed and allowed by local regulations
  • Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position
  • Perform other responsibilities as assigned.

All employees must be legally authorized to work in the country where the position is located. Work visa sponsorship is not available for this position.

Cerner is a place where people are encouraged to innovate with confidence and focus on what is important – people’s health and the care they receive. We are transforming health care by developing tools and technologies that make it more efficient for care providers and patients to navigate the complexity of our health. From single offices to entire countries, Cerner solutions are licensed at more than 25,000 facilities in over 35 countries.

Cerner’s policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Cerner is proud to be a drug-free workplace.
If you are an individual with a disability who is unable to use our online tools to search and apply for jobs, and need assistance or an accommodation in the recruiting process, please contact us by calling 866-434-1543 or by emailing

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