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

Marin General Hospital dba MarinHealth Medical Center; United States; On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Comprehensive health benefits

Professional development opportunities

Supportive work environment

Job summary

Marin General Hospital dba MarinHealth Medical Center is seeking a Client Technical Support Lead to oversee technical support operations. This role is crucial in ensuring prompt resolution of system issues that affect clinical care and operational continuity.

The ideal candidate will have extensive experience in IT support within healthcare and will be responsible for leading a technical support team to optimize workflow and foster effective communication across departments.

Successful candidates will possess strong analytical skills, a bachelor's degree in a relevant field, and a passion for service excellence in a healthcare environment.

Qualifications

• Bachelor's degree or equivalent experience required.
• At least 5 years in technical support or IT operations.
• 2 years minimum in a leadership role.

Responsibilities

• Lead technical support operations to resolve incidents.
• Supervise and develop support staff.
• Oversee complex issue resolution and workflow optimization.

Skills

Technical support expertise

Leadership and team development

Incident resolution management

Strong communication skills

Data-driven decision-making

Education

Bachelor’s degree in Information Technology or related field

5+ years of experience in technical support

2+ years of leadership experience

Tools

Service management frameworks (e.g., ITIL)

Job description

About MarinHealth

MarinHealth is an integrated, independent healthcare system with deep roots throughout the North Bay. It includes MarinHealth Medical Center, a 327‑bed hospital in Greenbrae, and 55 primary care and specialty clinics in Marin, Sonoma, and Napa Counties. MarinHealth is growing quickly and has earned high praise for its quality of care.

Job Description Summary

The Client Technical Support Lead leads technical support operations across MarinHealth, ensuring timely resolution of system and end‑user issues that support clinical care, operational continuity, and workforce productivity.

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 (ticket volume, resolution time, SLA compliance, customer satisfaction) and implement 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

• Maintain ≥95% compliance with defined 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 benchmarks.
• Ensure consistent adherence to documentation standards and knowledge base utilization.
• Effectively develop and retain team members, as evidenced by 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 such as Microsoft Certifications, CISSP, or equivalent.
• 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.

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

Employees are required to comply with measles, mumps, varicella, and annual influenza immunizations as a condition of employment. COVID‑19 vaccination is strongly recommended. Medical or religious exemptions will be considered in accordance with applicable law.

Equal Employment Opportunity

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 protected classifications under applicable federal, state, and local laws.