Technical Support Manager - Strategic Accounts

At Intelerad, we believe the path to answers in healthcare should be clear-whether you are waiting for a diagnosis or trying to expedite one. Our medical imaging solutions streamline the flow of information, simplifying complex processes, maximizing efficiencies, and shining a light on the unknown. We empower physicians to get patients the answers they need faster and improve outcomes for everyone. With more accessible imaging, we are getting patients out of the dark.  

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across four countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report.

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 for strategic accounts. 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.

The key responsibilities of a Technical Support Manager 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 technical issues for strategic customers.
• 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

This job description may not be inclusive of all assigned duties and the scope of the job may change as necessitated by business demands.

Required

• 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
• Autonomous, self-motivated, proactive
• Good interpersonal skills
• Ability to multi-task, well organized, attentive to details
• Autonomous, self-motivated, proactive

Preferred

• Familiarity with ITIL or other service management frameworks
• Strong skills with Linux / UNIX, SQL and Windows (desktop & server)
• Background leading strategic customer service delivery, Technical Account Management, reporting / presenting metrics and solutions to senior stakeholders
• Experience with medical imaging, healthcare technology (HIT), clinical workflows, PACS, radiology / cardiology, DICOM  / HL7 or similar strongly preferred

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