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 in California is seeking a Client Technical Support Lead to supervise IT support operations across the health system, ensuring timely resolution of incidents that affect patient care. You will lead a team, drive service metrics, and partner with IT, clinical, and operations leaders to optimize workflows while maintaining system reliability in a regulated healthcare setting.

The role requires an ITIL-savvy leader with a strong track record in incident management, escalation, and

Qualifications

• Bachelor’s degree in Information Technology, Healthcare Administration, or 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.
• Experience supporting enterprise systems in a regulated environment (healthcare strongly preferred).
• Strong understanding of service management frameworks (e.g., ITIL or equivalent).

Responsibilities

• Lead daily technical support operations, ensuring timely triage, prioritization, and resolution of incidents per SLAs.
• Supervise, coach, and develop a team of technical support staff for ongoing growth.
• Oversee escalation management for complex issues and cross-functional resolution.
• Monitor team performance metrics and drive continuous improvement strategies.
• Partner with IT, clinical, and operational leaders to improve workflows and patient care.
• Ensure adherence to policies, security standards, and knowledge management practices.
• Drive standardization of support processes and documentation.
• Support system implementations, upgrades, and end-user readiness.
• Manage relationships with vendors and external support partners.

Job description

ABOUT MARINHEALTHAre 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 CenterCompensation Range:$44.69 - $67.03Work Shift:8 Hour (days) (United States of America)Scheduled Weekly Hours:40Job 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 ResponsibilitiesLead 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 growthOversee escalation management for complex or high-impact issues, coordinating cross-functional resolution efforts to minimize disruption to clinical and operational workflowsMonitor and analyze team performance metrics (e.g., ticket volume, resolution time, SLA compliance, customer satisfaction), implementing continuous improvement strategiesPartner with IT, clinical, and operational leaders to identify system issues, workflow gaps, and opportunities for process improvementEnsure adherence to organizational policies, regulatory requirements, and data security standards in all support activitiesDrive standardization of support processes, documentation, and knowledge management practices to improve efficiency and consistencySupport system implementations, upgrades, and optimization efforts, including coordination of testing, training, and end-user readinessManage relationships with vendors and external support partners to ensure service quality, responsiveness, and cost-effective outcomesContribute to workforce planning, including staffing models, scheduling, and resource allocation to meet service demandsPerformance ExpectationsAchieve and maintain 95% compliance with defined service level agreements (SLAs) for incident response and resolutionDemonstrate measurable improvement in ticket resolution times and reduction in repeat incidentsMaintain customer satisfaction scores at or above established organizational benchmarksEnsure consistent adherence to documentation standards and knowledge base utilizationEffectively develop and retain team members, as evidenced by performance outcomes and engagementRequired QualificationsBachelor’s degree in Information Technology, Healthcare Administration, or a related field, or equivalent combination of education and experienceMinimum of 5 years of experience in technical support, service desk, or IT operations within a complex environmentMinimum of 2 years of leadership or supervisory experienceDemonstrated experience managing incident resolution, escalation processes, and service delivery metricsExperience supporting enterprise systems in a regulated environment (healthcare strongly preferred)Strong understanding of service management frameworks (e.g., ITIL or equivalent)Preferred QualificationsTechnical certifications preferred (such as Microsoft Certifications, CISSP, etc.)Experience supporting clinical systems or electronic health records (EHR)ITIL certification or equivalent trainingExperience with enterprise platforms such as Workday, ERP, or HRIS systemsPrior experience in a healthcare system or similarly regulated industryLeadership & CompetenciesDemonstrates effective cross-functional collaboration with clinical, operational, and technical stakeholdersApplies data-driven decision-making to improve service delivery and team performanceLeads with accountability, transparency, and a commitment to continuous improvementCommunicates effectively with both technical and non-technical audiencesAccommodation: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, 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.