Technical Support Manager

Summary

Join Intelerad's growing team as the Manager of Technical Support, leading and managing a team of professionals to ensure top-tier customer satisfaction. This role is crucial in maintaining Intelerad's reputation for exceptional support, resolving complex technical issues, and driving continuous improvement. The position involves daily team leadership, customer engagement, performance management, process optimization, knowledge base maintenance, and escalation management. The work schedule is Monday-Friday, first shift, with on-call rotation duties required. This is a key role in a 24/7 organization, requiring holiday and on-call responsibilities.

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

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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

Preferred Qualifications

• Familiarity with ITIL or other service management frameworks
• Experience with medical imaging, healthcare technology (HIT), clinical workflows, PACS, radiology / cardiology or similar