Client Technical Support Lead, Information Technology, Full-Time, Days
MarinHealth Medical Center•San Rafael, CA
•Onsite
About The Position
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.
Requirements
- 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)
Nice To Haves
- 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
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
Benefits
- Compensation Range: $44.69 - $67.03
- Medical or religious exemptions will be considered consistent with applicable law.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
