Technical Support Manager - Strategic Accounts

Intelerad; British Columbia; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading healthcare technology company is seeking a Technical Support Manager to lead a team focused on delivering exceptional customer service for strategic accounts. This role involves managing technical issues, mentoring staff, and driving process improvements to enhance customer satisfaction. The ideal candidate will have a strong technical background and proven leadership skills, with a focus on optimizing support services in a fast-paced environment.

Qualifications

• Proven experience in a technical support leadership role.
• Strong understanding of software applications and troubleshooting methodologies.
• Ability to lead and motivate a team in a fast-paced environment.

Responsibilities

• Lead and mentor a team of technical support professionals.
• Oversee resolution of technical issues for strategic customers.
• Identify opportunities for process optimization in technical support.

Skills

Communication

Interpersonal Skills

Leadership

Multi-tasking

Organization

Education

Bachelor's degree in Computer Science

Bachelor's degree in Information Technology

Tools

Linux

UNIX

SQL

Windows

Job description

Technical Support Manager - Strategic Accounts

Company Description

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.

Job Description

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 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.

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 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.

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.

Qualifications

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

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.

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. 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.