Job details

Director of Technical Support

Company Description

Become part of our growing community of bright, motivated people who are dedicated and inspired by what they do best. Principled, honest, and supremely attentive are qualities that set us apart and guide our decisions, every day. Our creative approach to technology continuously breaks new ground so that our customers can do more. Solving problems and revolutionizing healthcare is the reason Intelerad was founded. For over 20 years, Intelerad has grown into a leader of the medical imaging software industry. We take pride in being a world-class healthcare solutions company with over 400 employees and over 1000 customer sites. Today, our distributed solutions play a vital role in the delivery of healthcare across 11 time zones, 3 continents, and counting.

We provide a workplace that encourages teamwork, promotes well-being, autonomy, and creativity. We are Intelerad. Join us if you care to make a difference in healthcare.

Job Description

The Director of Technical Support is responsible for ensuring that Intelerad constantly delivers an outstanding support experience. This role will track key performance indicators to ensure our operational and customer satisfaction targets are met, identify opportunities for process improvement and participate in their implementation, and will manage goals, processes, and business KPIs to align performance of the global team to business outcomes.

● Nurture a culture of knowledge sharing by communicating the vision and shifting support teams to the role of proactive knowledge workers.

● Collaborate with technical support managers to develop, implement, and improve an enterprise-wide knowledge development and management and strategy across all Technical Support.

● Build strategic relationships across business lines; be a subject matter expert and change ambassador that can bridge technical and non-technical requirements, understand business goals, identify business process gaps, and propose solutions.

● Be accountable for the success of direct reports, providing coaching, mentorship, and support to help them develop professionally as well as achieve their delivery goals.

● Understand and manage the complexities of the business operations and know when and where improvements need to be made and where to direct the focus of these efforts.

● Communicate the department strategy to executive management, and key stakeholders across the company.

● Develop and manage KPIs related to team performance, client success, escalations, SLAs, and other important measurements; set departmental goals in alignment with global objectives.

● Ensure that the Technical Support department has the resources, tools, information, and processes necessary to deliver effective solutions to our customers.

Qualifications

Required:

Bachelor’s degree in computer science or related field - or equivalent
5+ years in leading a technical team and/or service delivery in a software company.
Minimum of 10 years in a technical or service delivery role such as technical support, software development, integration, project management, etc.
Professional experience in a software development company
Experience with ITIL
Experience with Knowledge Centered Service methodology
Strong organizational/collaborative leadership and change management experience.
Ability to convey and implement a vision for the department that will sustain organization long term goals.

Preferred:

Medical imaging industry is a great asset
Service Now / SNOW
KCS – Knowledge-Centered Service

Communication & Cognitive Abilities

● Customer orientation

● Result oriented, collaborative leadership.

● Excellent problem solving & analytical ability.

● Organizational Change Management and Project Management skills.

● Ability to work in a challenging environment, work under pressure (Stress-Management).

● Strong English communications skills.

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.

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

Average salary estimate

$100000 / YEARLY (est.)

min

max

$80000K

$120000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Director of Technical Support, Intelerad

As the Director of Technical Support at Intelerad, you will step into a pivotal role where your leadership will directly impact the support experience we deliver to our clients. This remote position invites you to foster a knowledge-driven culture among our teams, utilizing your expertise to guide them toward proactive problem-solving. You'll collaborate closely with technical support managers to refine our knowledge management strategy and ensure effective communication of our vision. You’ll also build strong strategic relationships across various business lines to bridge the gap between technical and non-technical needs, ensuring our operations resonate with overall business goals. With over 10 years of experience in a technical or service delivery role under your belt, you'll manage and motivate your team to achieve their goals while maintaining high operational standards. From setting departmental objectives aligned with global targets to managing crucial KPIs such as client success and service level agreements, each task you undertake will contribute significantly to our mission of revolutionizing healthcare. This is more than just a job; it's an opportunity to make a difference in people's lives through technology. If you're a collaborative leader with a knack for problem-solving and a passion for coaching, we’d love to hear from you. Join Intelerad and help us pave the way toward better healthcare solutions while working in a supportive and innovative environment.

Frequently Asked Questions (FAQs) for Director of Technical Support Role at Intelerad

What are the key responsibilities of the Director of Technical Support at Intelerad?

The Director of Technical Support at Intelerad is responsible for ensuring exceptional support experiences for clients. Key duties include tracking performance indicators, driving process improvements, managing team goals to align with business outcomes, and fostering a knowledge-sharing culture. Effective collaboration with technical support managers and strategic relationship-building across business lines are also vital components of this role.