Help Desk Manager

AssistIQ; Vancouver; Hybrid; CAD 85,000 - 110,000; Full time

Benefits offered by this job

Health insurance

3 weeks of vacation

10 sick days

Flexible work hours

A collaborative, engaging culture

Job summary

AssistIQ is seeking a Help Desk Manager to lead a team of analysts delivering technical support for our SaaS healthcare solutions, including iPad, web, and EHR integrations. You will ensure timely, effective support, high customer satisfaction, and strong system availability.

The role covers US/Canada customers with Pacific hours, requiring after-hours rotations and collaboration with internal teams to meet service objectives and improve processes.

Qualifications

• 5+ years in customer support operations with leadership experience.
• Experience managing SLAs, KPIs and escalation processes.
• Strong written and verbal communication, and problem solving.
• Ability to work with technical and non-technical stakeholders.
• Experience supporting SaaS or cloud-based healthcare customers.

Responsibilities

• Lead day-to-day support operations for US/Canadian customers.
• Log, prioritize, assign, track and resolve support requests.
• Monitor ticket volumes, response times and escalations.
• Ensure after-hours coverage and on-call rotations.
• Develop escalation procedures for critical incidents.
• Coordinate major incident responses with stakeholders.
• Maintain knowledge base and SOPs for AssistIQ solutions.
• Train and coach support staff, set performance objectives.
• Implement and monitor KPIs and SLAs; deliver leadership reports.
• Maintain relationships with users, customers, vendors and stakeholders.
• Implement AI/tools to improve support efficiency and customer experience.

Skills

Customer support operations

Team leadership

Incident management

SLA & KPI management

Escalation handling

Communication

SaaS support

EHR integrations support

Remote support management

Tools

Ticketing platforms

CRM platforms

Job description

About Us

At AssistIQ we are dedicated to creating a more efficient and transparent healthcare supply chain by fixing one of the core problems - providers lack accurate data and insights on their supply and implant usage. Our AI-driven software solution provides highly accurate, seamless capture of supply and implant usage in real-time, and generates actionable insights to healthcare systems, enabling better revenue capture and reduced waste, ultimately leading to better value of care and better outcomes for patients.

About Us

At AssistIQ we are dedicated to creating a more efficient and transparent healthcare supply chain by fixing one of the core problems - providers lack accurate data and insights on their supply and implant usage. Our AI-driven software solution provides highly accurate, seamless capture of supply and implant usage in real-time, and generates actionable insights to healthcare systems, enabling better revenue capture and reduced waste, ultimately leading to better value of care and better outcomes for patients.

About the Role

In the Help Desk Manager role, we are seeking a dedicated and customer-focused individual to lead support for all AssistIQ customers across all our solutions. You will be responsible for leading and managing a team of analysts handling technical support operations.

In this role you will ensure customers receive timely and effective technical support and maintain high levels of customer satisfaction, system availability and operational efficiency. You will establish and monitor service-level objectives, develop documentation, enhance processes and work closely with internal teams to support these objectives.

Your team will provide support for issues involving our SaaS healthcare iPad and web solutions, as well as our EHR integrations.

Given the nature of startup life, the role is dynamic with priorities evolving, regularly. AssistIQ has west coast customers, and the expectation is this role will work Pacific hours.

Responsibilities

• Manage day-to-day support operations for US and Canadian customers establishing and maintaining effective processes for incident management and escalations
• Ensure support requests are logged, prioritized, assigned, tracked, and resolved
• Monitor ticket volumes ensuring timely response times, resolution times, escalations, SLAs and communications.
• Ensure appropriate coverage during business and after-hours and weekends, participating in the on-call rotations
• Develop and maintain escalation procedures for critical and high-priority incidents
• Serve as an escalation point for complex or high-impact support issues, coordinating major incident responses with appropriate communication to stakeholders
• Maintain knowledge base of AssistIQ solutions, troubleshooting guides, and SOPs
• Train, coach, and develop support personnel, establishing performance objectives and conducting periodic feedback and performance reviews.
• Help implement and monitor KPIs and SLAs, delivering reports and dashboards for leadership and identifying trends and process corrections
• Maintain strong relationships with internal users, customers, vendors, and business stakeholders
• Implement tools and technologies (including AI for optimization) that improve support efficiency and customer experience

Requirements

• 5+ years of experience in customer support operations with 2+ years of leading technical support teams, managing support operations, SLAs, KPIs, and escalation processes
• Strong understanding of incident/problem management practices and experience with ticketing and service management tools/ platforms
• Strong analytical, organizational, problem-solving and excellent written and verbal communication skills
• Demonstrated ability to manage multiple priorities in a fast-paced environment
• Strong customer-service orientation and ability to work effectively with technical and non-technical stakeholders
• Technical skills to troubleshoot software applications on the iPad, web and in an integrated healthcare environment.
• Ability to understand complex healthcare integration issues with EHRs such as EPIC and ERP systems such as Workday is a plus
• Experience with ticketing and CRM platforms
• Experience managing geographically distributed remote support teams as
• Experience supporting SaaS or cloud-based enterprise healthcare customers in the United States
• Willingness to work Pacific time schedules and being on after-hours rotations

Benefits

• Health insurance
• 3 weeks of vacation
• 10 sick days
• Flexible work hours
• A collaborative, engaging, top-of-class culture

Our Core Values

• Customer Centricity: We actively learn about our customers' pain points to understand their needs and deliver technology solutions that exceed their expectations. Customer satisfaction is our ultimate measure of success
• Transparency & Inclusivity: We act with integrity, creating space for new ideas and sharing information about our progress, challenges, and decision-making processes
• Agility & Flexibility: We iterate with speed, challenging the status quo and seeking continuous improvement to respond to our customer needs and market changes.
• Accountability and Collaboration: We foster a culture of responsibility and display curiosity, grit and passion to achieve our objectives, individually and as a team.
• Social Responsibility: We prioritize environmental impact by making responsible choices and developing products that make the healthcare industry more sustainable