Technical Support Manager

Summary

Join Intelerad's team as the Manager of Technical Support, leading and mentoring a team of professionals to ensure top-tier customer satisfaction. You will oversee timely resolution of technical issues, foster a collaborative team environment, and drive process improvements. This role requires strong leadership, technical expertise, and excellent communication skills. The position involves a Monday-Friday first shift with on-call rotation, including holidays. Intelerad is committed to equal employment opportunities and offers a comprehensive benefits package.

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