Director Technical Support Engineering

McKesson•Atlanta, GA

6d•Hybrid

About The Position

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you. Position Summary The Director, IT Support leads the EnterpriseRX level 3 technical support organization. This group handles the most complex technical issues across EnterpriseRX, integrated solutions, and customer environments, driving deep technical troubleshooting, systemic issue resolution, and advanced incident and problem management. This leader sets the strategic and operational direction for level 3 support, ensuring the EnterpriseRX customers and our Account Exec teams receive exceptional service and responsive support. The Director focuses on operational maturity, platform reliability, root-cause elimination, and optimization of cross-functional workflows with Product, Engineering, Infrastructure, Data, Security, and Commercial teams.

Requirements

Degree or equivalent experience. Typically requires 12+ years of professional experience and 4+ years of management experience.
Bachelor’s degree in Computer Science, Information Systems, or related field preferred.
12+ years of progressive experience in IT operations, technical support, or service delivery, ideally supporting commercial or customer-facing platforms.
4+ years of management experience leading managers, technical teams, or senior-level support specialists.
Demonstrated success leading high-severity incidents, RCA, and cross-functional technical resolution.
Strong analytical skills with experience designing KPIs, dashboards, and operational review cycles.
Proven ability to partner with Product and Engineering on roadmap alignment, defect management, and stability initiatives.
Strong executive presence with the ability to communicate clearly to technical and business leadership.
Expertise in Tier 3 technical support methodologies, troubleshooting patterns, and platform architecture fundamentals.
ITIL-aligned service management knowledge across incident, problem, change, and knowledge management.
Ability to interpret logs, API behaviors, integrations, and platform telemetry.
SQL proficiency or familiarity, with the ability to guide and validate technical investigations.
Experience with Salesforce Service Cloud, Jira, Confluence, and monitoring/alerting tools.
Strong process optimization and continuous improvement mindset.
Communication skills: develops rapport and credibility across the organization, promotes ideas and proposals persuasively
Business/Financial Acumen Analysis/Problem Solving /Negotiation
Self-motivated and demonstrates personal commitment and drive to meet or exceed objectives.
Strong organization skills to execute on job expectations and priorities.
Consultative selling/negotiation skills with the proven ability to build lasting customer relationships with a focus on facilitating trust and open communication.
Influential communicator with focus on active listening and customizing messages appropriately for differing audiences.
Must be able to identify individual customers’ needs and provide solutions based on those needs.
Must be a team player and have a demonstrated history of leadership within a team environment.
Flexibility and willingness to adapt to successfully navigate a complex ever changing work environment.
Candidates must be authorized to work in USA. Sponsorship is not available for this role.

Nice To Haves

Master’s degree a plus
Experience in the retail/distribution, healthcare delivery, pharmacy, benefits or insurance industry helpful and preferred.

Responsibilities

Strategy Define and execute the Tier 3 support strategy for EnterpriseRX, ensuring alignment with business, product, and technical roadmaps
Lead advanced support processes including complex case resolution, major incident management, and problem management
Establish governance frameworks and standardized ITIL-aligned operational practices
Build scalable operational plans to support evolving products and commercial growth
Advanced Technical Support & Problem Resolution Oversee resolution of the most complex EnterpriseRX platform and application issues
Own the escalation path into Engineering, Product, and Infrastructure teams
Drive structured Root Cause Analysis (RCA) and long-term problem prevention
Collaborate with EnterpriseRX Product & Engineering on defect trends, systemic issues, and automation opportunities
Serve as the primary operational liaison for EnterpriseRX across Engineering, Infrastructure, Data, Security, Customer Support, SAMs, and Commercial stakeholders
Lead major incident response, triage, and executive communication for EnterpriseRX impacting events
Partner with commercial teams to resolve high-impact customer escalations and improve customer experience
Team Leadership & Development Lead and build a high performing team of managers, SMEs, and Tier 3 analysts with deep knowledge of EnterpriseRX supported platforms
Develop competency models, technical training pathways, and succession planning for critical roles
Build a culture of excellence, accountability, innovation, and customer focus. Mentor and develop talent across the level 3 support organization
Lead and manage 3rd party resources via SOW outcomes, metrics, and SLAs
Governance & Budget Own escalation protocols, documentation standards, and regulatory compliance for EnterpriseRX operations
Manage the Tier 3 operations budget, vendor strategies, and tooling investments
Ensure alignment with healthcare compliance standards including HIPAA and PCI
Performance Management and Metrics Own Tier 3 KPIs including SLA attainment, backlog health, incident reduction, and defect resolution cycles
Lead operational business reviews with CSI and executive partners.
Develop dashboards and analytics that articulate platform and support trends
Oversee advanced capacity planning and forecasting for high-skill technical teams