Director, Technical Support

Summary

Join Intelerad as the Director, Technical Support, leading a global team dedicated to delivering exceptional customer experiences and exceeding client expectations. This pivotal role requires aligning operational performance with strategic business outcomes, bringing a bold vision and collaborative spirit to improve the Technical Support function. You will champion operational excellence, lead and develop high-impact teams, drive knowledge-centered support, build cross-functional partnerships, and communicate departmental strategy effectively. The position also involves innovating and transforming processes, optimizing resources, and ensuring the team is equipped to deliver timely and effective solutions. Intelerad offers a growth-oriented culture with professional development opportunities and a commitment to employee success.

Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience)
• 10+ years of experience in technical or service delivery roles (support, development, integration, etc.) in medical imaging or healthcare technology industry
• 5+ years leading technical support or service delivery teams, ideally within a software/SaaS environment
• Proven ability to lead change and build high-performing, globally distributed teams
• Deep understanding of ITIL best practices and Knowledge-Centered Service (KCS)
• Experience driving measurable improvements in CSAT, VOC, and related customer success programs
• Strong analytical, project management, and organizational change management skills
• Excellent communication skills in English, with a collaborative and customer-first approach

Responsibilities

• Champion Operational Excellence: Track and manage key performance indicators (KPIs) related to team performance, client success, escalations, and SLAs to ensure service excellence. Set and drive departmental goals aligned with company-wide objectives
• Lead and Develop High-Impact Teams: Provide coaching, mentorship, continuous feedback and strategic guidance to regional support leaders. Empower teams with the resources, processes, and tools they need to thrive and deliver results. Support team members by providing feedback in real time, and conducting formal performance reviews as needed
• Drive Knowledge-Centered Support: Champion a culture of knowledge sharing and continuous learning. Guide the implementation of a global knowledge development and management strategy grounded in KCS (Knowledge-Centered Service) principles
• Be a Strategic Bridge Builder: Build strong cross-functional partnerships across technical and non-technical teams. Act as a subject matter expert and change agent who understands business objectives, identifies gaps, and proposes actionable solutions
• Communicate Vision with Clarity: Translate departmental strategy into tangible goals and communicate them effectively to executive leadership and stakeholders. Inspire teams with a clear sense of direction and purpose, keeping in mind always that there is a patient at the end of everything we deliver
• Innovate and Transform: Identify and implement process improvements that elevate efficiency, customer satisfaction, and scalability. Encourage a solutions-oriented mindset that challenges the status quo and embraces creativity
• Resource Optimization: Ensure that the Technical Support function is fully equipped—with the right talent, systems, and structure—to deliver timely and effective solutions that drive customer success

Preferred Qualifications

• Proficiency with ServiceNow (SNOW) or similar support platforms
• Strong background in support analytics and customer satisfaction metrics

Benefits

• Global Reach, Local Heart
• Empowered Culture
• Growth-Oriented
• Innovation-Driven