Job Description

The Manager of Technical Support will be responsible for leading and managing a team of technical support professionals and to ensure the highest level of customer satisfaction. The position will play a key role in maintaining the company's reputation for exceptional support services, resolving complex technical issues, and contributing to continuous improvement initiatives.

This role will work Monday-Friday first shift with on-call rotation duties. As a 24x7x365 organization, holidays and on-call responsibilities; is required.

The key responsibilities of a Manager Technical Support include:

Team Leadership:

• Lead, mentor, and inspire a team of technical support professionals to achieve performance targets and deliver outstanding customer service.
• Foster a positive and collaborative team culture, encouraging knowledge sharing and skill development.

Customer Engagement:

• Oversee and ensure timely and effective resolution of customer technical issues.
• Collaborate with cross-functional teams to address customer concerns and contribute to product improvement.

Performance Management:

• Develop and implement key performance indicators (KPIs) to measure the effectiveness of the technical support team.
• Conduct regular performance reviews, provide constructive feedback, and support team members in achieving their career goals

Process Improvement:

• Identify opportunities for process optimization and efficiency in the technical support workflow.
• Work closely with other departments to implement improvements and enhance overall customer satisfaction.

Knowledge Management:

• Establish and maintain a robust knowledge base to empower the support team and improve first-contact resolution rates.
• Ensure documentation is up-to-date and accessible to all team members.

Escalation Management:

• Act as a point of escalation for complex technical issues, working closely with the technical teams to ensure swift resolution.
• Provide clear communication and updates to customers during escalations

Other duties as needed

Qualifications

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent)
• Proven experience in a technical support leadership role
• Strong understanding of software applications, troubleshooting methodologies, and customer support best practices
• Excellent communication and interpersonal skills
• Demonstrated ability to lead and motivate a team in a fast-paced environment
• Strong skills with Linux/Unix, SQL, and Windows (desktop/server)
• Autonomous, self-motivated, proactive
• Good interpersonal skills
• Ability to multi-task, well organized, attentive to details
• Autonomous, self-motivated, proactive
• Familiarity with ITIL or other service management frameworks is a plus
• Experience with medical imaging, healthcare technology (HIT), clinical workflows, PACS, radiology / cardiology or similar strongly preferred

Additional Information

All your information will be kept confidential according to EEO guidelines.

All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.

#LI-REMOTE

Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age , disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (“ADA”)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines “disability” as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment