Technical Support Manager - Medical Imaging (PACS/RIS)

Intelerad; Calgary; Remote; CAD 80,000 - 110,000; Full time

Job summary

An established industry player is looking for a Technical Support Manager to lead a dynamic team in the medical imaging sector. This role is pivotal in ensuring exceptional customer service and resolving complex technical issues. The ideal candidate will have a strong background in technical support leadership and a passion for improving processes and team performance. You'll collaborate with various departments to enhance product offerings and customer satisfaction, all while fostering a positive team culture. If you thrive in a fast-paced environment and are eager to make a significant impact in healthcare technology, this opportunity is perfect for you.

Benefits

Flexible working hours

Remote work options

Professional development opportunities

Qualifications

• Proven experience in a technical support leadership role.
• Strong understanding of software applications and troubleshooting methodologies.

Responsibilities

• Lead and mentor a team of technical support professionals.
• Oversee resolution of customer technical issues and enhance satisfaction.

Skills

Technical Support Leadership

Customer Service

Communication Skills

Multi-tasking

Team Motivation

Education

Bachelor's degree in Computer Science

Bachelor's degree in Information Technology

Tools

Linux/UNIX

SQL

Windows (desktop & server)

Job description

Technical Support Manager - Medical Imaging (PACS/RIS)

• Full-time

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.

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.

The Manager of Technical Support will be responsible for leading and managing a team of technical support professionals and ensuring the highest level of customer satisfaction. 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.

This role will work Monday-Friday providing coverage until 8pm Eastern / 5pm Pacific. As a 24/7/365 organization, holidays and on-call responsibilities are required.

Key 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.

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.
• 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 Qualifications:

• 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.
• Good interpersonal skills.
• Ability to multi-task, well organized, attentive to details.

Preferred Qualifications:

• Familiarity with ITIL or other service management frameworks.
• Strong skills with Linux / UNIX, SQL, and Windows (desktop & server).
• Experience with medical imaging, healthcare technology (HIT), clinical workflows, PACS, radiology / cardiology, DICOM / HL7 or similar strongly preferred.

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 and complies with all federal, state, and local laws providing equal employment opportunities. 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 committed to ensuring equal employment opportunity for qualified individuals with disabilities. The company uses the Americans with Disabilities Act (“ADA”) as a standard for global recruiting and hiring purposes, prohibiting discrimination against qualified individuals with disabilities.