Technical Support Manager

Company Description

Improving healthcare through innovative technology is at the core of Intelerad’s work. Our scalable medical imaging platform connects clinicians to a powerful imaging ecosystem that is fast, smart, and tapped into the data they need, no matter their location. We’re focused on delivering a best-in-class medical image management solution that improves provider efficiency, decreases the cost of healthcare, and improves the overall health of populations. 

We pride ourselves in identifying talented, driven professionals who are ready to hit the ground running with creative problem-solving skills and an innovative mindset. Our culture demands Grit, Humility, Integrity, Results Orientation, a Winning Attitude, and a strong Drive to Excellence.

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across six 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 Technical Support Manager is responsible for providing 24/7 support to our global customer base. The Technical Support Manager ensures that escalations are addressed efficiently and that Intelerad constantly delivers an outstanding support experience for Hospital clients with the several product lines. You will track key performance indicators to ensure our operational and customer satisfaction targets are met. The Technical Support Manager will also identify opportunities for process improvement and participate in their implementation. In addition, the Technical Support Manager’s assigned team will manage incidents, changes, escalations on ITIL principles for the Intelerad software running on our client’s IT infrastructure or hosted solutions.

Supervisory Responsibilities:

• Assists with escalations from Technical Support

Duties/Responsibilities:

• Manages the Technical Services and L3 team product line, directing and assigning work within the support services and software release functions
• Ensures that the Technical Services team maintains a professional telephone protocol at all times
• Develops systems and strategies for providing ongoing support to customers experiencing problems utilizing Intelerad software products
• Increases and maintains technical knowledge of Intelerad product lines across the organization and customer base
• Establishes and maintains measurements to manage customer satisfaction levels
• Coaches and mentors Technical Services team members to develop their skill and knowledge of Intelerad software and customer service techniques
• Responsible for assisting Technical Support personnel with escalation if needed

Qualifications

• Bachelor’s degree in Engineering, Computer Science or equivalent
• 5+ years experience leading a technical team and/or service delivery in a software company
• 10+ years experience in a technical or service delivery role such as technical support, software development, integration, or project management

• Excellent analytical, research, organizational and planning skills

• Excellent teamwork skills, and the ability to develop and maintain internal and external relationships

• Exceptional communication, influencing and presentation skills

• Proven experience with ITIL methodologies 

This job description may not be inclusive of all assigned duties and the scope of the job may change as necessitated by business demands.

Additional Information

You will be required to take an assessment upon applying

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. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (“ADA”)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines “disability” as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment.