Client Technical Support Lead, Information Technology, Full-Time, Days

MarinHealth; San Rafael (CA); On-site; USD 62,000 - 92,000; Full time

Job summary

MarinHealth is seeking a Client Technical Support Lead to oversee technical support operations across MarinHealth. You will lead a team, drive service excellence, and partner with IT, clinical, and operations leaders to ensure system reliability and optimal user experience in a complex healthcare environment.

The role emphasizes incident management, SLA adherence, and continuous improvement, with strong governance and data security considerations.

Qualifications

• Bachelor’s degree or equivalent education/experience in IT, healthcare administration, or related field.
• Minimum of 5 years in technical support, service desk, or IT operations in a complex environment.
• Minimum of 2 years in leadership or supervisory role.
• Experience managing incident resolution, escalation processes, and service delivery metrics.
• Experience in healthcare or regulated environments preferred.
• Strong understanding of ITIL or similar service management frameworks.

Responsibilities

• Lead daily technical support operations with timely triage, prioritization, and resolution of incidents per SLAs.
• Supervise and develop a team of technical support staff with clear performance expectations.
• Oversee escalation management for complex issues to minimize disruption to workflows.
• Monitor and analyze team performance metrics and drive continuous improvement.
• Collaborate with IT, clinical, and operations leaders to identify system issues and process improvements.
• Ensure compliance with policies, regulatory requirements, and data security standards.

Skills

Leadership

Incident management

Service metrics

Education

Bachelor’s degree in IT/Healthcare Administration or related field

Tools

ITIL

EHR systems

Workday/ERP

Job description

ABOUT MARINHEALTH
Are you looking for a place where you are empowered to bring innovation to reality? Join MarinHealth, an integrated, independent healthcare system with deep roots throughout the North Bay. With a world-class physician and clinical team, an affiliation with UCSF Health, an ever-expanding network of clinics, and a new state-of-the-art hospital, MarinHealth is growing quickly. MarinHealth comprises MarinHealth Medical Center, a 327-bed hospital in Greenbrae, and 55 primary care and specialty clinics in Marin, Sonoma, and Napa Counties. We attract healthcare’s most talented trailblazers who appreciate having the best of both worlds: the pioneering medicine of an academic medical center combined with an independent hospital’s personalized, caring touch.

MarinHealth is already realizing the benefits of impressive growth and has consistently earned high praise and accolades, including being Named One of the Top 250 Hospitals Nationwide by Healthgrades, receiving a 5-star Ranking for Overall Hospital Quality from the Centers for Medicare and Medicaid Services, and being named the Best Hospital in San Francisco/Marin by Bay Area Parent, among others.

Company:

Marin General Hospital dba MarinHealth Medical Center

Compensation Range:

$44.69 - $67.03

Work Shift:

8 Hour (days) (United States of America)

Scheduled Weekly Hours:

40

Job Description Summary:

The Client Technical Support Lead provides leadership and oversight of technical support operations across MarinHealth, ensuring timely and effective resolution of system and end-user issues that directly support clinical care, operational continuity, and workforce productivity. This role leads a team of technical support professionals, drives service excellence through defined performance metrics, and partners cross-functionally to optimize workflows, enhance user experience, and maintain system reliability in a complex healthcare environment.

Job Requirements, Prerequisites and Essential Functions:

Key Responsibilities

• Lead daily technical support operations, ensuring timely triage, prioritization, and resolution of incidents in alignment with established service level agreements (SLAs)
• Supervise, coach, and develop a team of technical support staff, establishing clear performance expectations and supporting ongoing professional growth
• Oversee escalation management for complex or high-impact issues, coordinating cross-functional resolution efforts to minimize disruption to clinical and operational workflows
• Monitor and analyze team performance metrics (e.g., ticket volume, resolution time, SLA compliance, customer satisfaction), implementing continuous improvement strategies
• Partner with IT, clinical, and operational leaders to identify system issues, workflow gaps, and opportunities for process improvement
• Ensure adherence to organizational policies, regulatory requirements, and data security standards in all support activities
• Drive standardization of support processes, documentation, and knowledge management practices to improve efficiency and consistency
• Support system implementations, upgrades, and optimization efforts, including coordination of testing, training, and end‑user readiness
• Manage relationships with vendors and external support partners to ensure service quality, responsiveness, and cost‑effective outcomes
• Contribute to workforce planning, including staffing models, scheduling, and resource allocation to meet service demands

Performance Expectations

• Achieve and maintain ≥95% compliance with defined service level agreements (SLAs) for incident response and resolution
• Demonstrate measurable improvement in ticket resolution times and reduction in repeat incidents
• Maintain customer satisfaction scores at or above established organizational benchmarks
• Ensure consistent adherence to documentation standards and knowledge base utilization
• Effectively develop and retain team members, as evidence of performance outcomes and engagement

Required Qualifications

• Bachelor’s degree in Information Technology, Healthcare Administration, or a related field, or equivalent combination of education and experience
• Minimum of 5 years of experience in technical support, service desk, or IT operations within a complex environment
• Minimum of 2 years of leadership or supervisory experience
• Demonstrated experience managing incident resolution, escalation processes, and service delivery metrics
• Experience supporting enterprise systems in a regulated environment (healthcare strongly preferred)
• Strong understanding of service management frameworks (e.g., ITIL or equivalent)

Preferred Qualifications

• Technical certifications preferred (such as Microsoft Certifications, CISSP, etc.)
• Experience supporting clinical systems or electronic health records (EHR)
• ITIL certification or equivalent training
• Experience with enterprise platforms such as Workday, ERP, or HRIS systems
• Prior experience in a healthcare system or similarly regulated industry

Leadership & Competencies

• Demonstrates effective cross‑functional collaboration with clinical, operational, and technical stakeholders
• Applies data‑driven decision‑making to improve service delivery and team performance
• Leads with accountability, transparency, and a commitment to continuous improvement
• Communicates effectively with both technical and non‑technical audiences

Accommodation:

Qualified applicants with disabilities may request reasonable accommodation during the application process by contacting Human Resources at 415-925-7040 or [e-mail].

C.A.R.E.S. Standards:

MarinHealth seeks candidates ready to model our C.A.R.E.S. standards—Communication, Accountability, Respect, Excellence, and Safety—which foster a healing, trust-based environment for patients and colleagues.

Health & Immunizations:

To protect employees, patients, and our community, MarinHealth requires measles, mumps, varicella, and annual influenza immunizations as a condition of employment (and annually thereafter). COVID-19 vaccination/booster remains strongly recommended. Medical or religious exemptions will be considered consistent with applicable law.

Compensation:

The posted pay range complies with applicable law and reflects what we reasonably expect to pay for this role. Individual pay is set by skills, experience, qualifications and internal/market equity, consistent with MarinHealth’s compensation philosophy. Positions covered by collective bargaining agreements are governed by those agreements.

Equal Employment:

All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sexual orientation, gender identity, protected veteran status or disability status, and any other classifications protected by federal, state, and local laws.