Solutions Support Leader – Elevate Client Experience

Med-Metrix; Parsippany-Troy Hills (NJ); On-site; USD 120,000 - 150,000; Full time

Job summary

Med-Metrix seeks a Manager, Solutions Support to lead a multi-disciplinary team delivering proactive client support. You will own the client support relationship, oversee ticket intake through resolution, monitor client health and system performance, and coordinate with product, engineering, and implementation teams to improve stability and the client experience.

The role requires 5+ years in software/ healthcare tech support with 2+ years of leadership, strong communication, and a focus on

Qualifications

• Bachelor’s degree or an equivalent combination of education and experience.
• 5+ years’ experience in software/tech support or healthcare technology, with 2+ years in people leadership.
• Experience managing support-ticket operations, escalations, service levels, and cross-functional resolutions.
• Knowledge of application support, system monitoring, incident management, root-cause analysis, and ticketing platforms.

Responsibilities

• Lead, coach, and develop the Solutions Support team, including workload prioritization and career development.
• Own daily support operations and ensure incidents are documented, triaged, prioritized, and resolved within SLAs.
• Manage a team to be the primary contact for customers with proactive communication and regular service reviews.
• Act as escalation point for high-priority incidents with cross-functional coordination and status updates.

Skills

Leadership

Communication

Problem solving

PHI handling

Education

Bachelor’s degree in healthcare administration or related field

Tools

Ticketing system

System monitoring

Microsoft Office

Job description

Med-Metrix seeks a Manager, Solutions Support to lead a multi-disciplinary team delivering proactive client support. You will own the client support relationship, oversee ticket intake through resolution, monitor client health and system performance, and coordinate with product, engineering, and implementation teams to improve stability and the client experience.

The role requires 5+ years in software/ healthcare tech support with 2+ years of leadership, strong communication, and a focus on