Manager, Technical Services and Support

HealthEdge•Remote,

1d•Remote

About The Position

We are seeking an experienced Manager, Technical Service and Support to lead our Tier 1 (L1) support organization. This role is responsible for managing a team that triages and resolves customer-reported issues across multiple products, ensuring timely, consistent, and high-quality service delivery. The manager will drive operational excellence by overseeing support processes, monitoring performance metrics, and fostering a customer-first culture. This role requires strong people leadership, proven experience managing frontline support teams in a fast-paced environment, and the ability to partner effectively across Product, Engineering, and Customer Success to remove roadblocks and ensure seamless resolution of client issues. Familiarity with healthcare technology or workflows is strongly preferred.

Requirements

Bachelor’s degree in Computer Science, Information Systems, IT, Healthcare Informatics, or related field required.
8–10+ years of progressive experience in technical support, including at least 3–5 years managing Tier 1 support teams in a multi-product environment.
Demonstrated ability to lead high-performing teams, including coaching, mentoring, and performance management.
Strong operational and analytical skills with a proven track record of improving processes and driving measurable outcomes.
Excellent written and verbal communication skills, with the ability to influence and collaborate across organizational boundaries.
Hands-on experience with support platforms, ticketing systems, and reporting tools.
Strong organizational skills and ability to manage competing priorities in a fast-paced environment.
Customer-centric mindset with a passion for delivering high-quality support experiences.

Nice To Haves

Familiarity with healthcare technology or workflows is strongly preferred.

Responsibilities

Lead, coach, and develop the Tier 1 support team, ensuring strong performance, high engagement, and a focus on continuous improvement.
Manage day-to-day operations of L1 support, including SLA adherence, issue triage, and escalation management.
Establish and refine support workflows to improve efficiency, scalability, and customer satisfaction.
Act as an escalation point for critical issues and ensure proper handoff to higher-tier support or engineering teams.
Partner cross-functionally with Product, Engineering, Customer Success, and Delivery teams to streamline communication and accelerate issue resolution.
Track, analyze, and report on key operational metrics (e.g., response times, resolution rates, customer satisfaction scores) to drive accountability and inform leadership decisions.
Serve as a trusted point of contact for key customers, developing an understanding of client workflows and ensuring their support needs are met.
Oversee scheduling to ensure adequate team coverage, including rotational weekend/on-call support as required.
Ensure team compliance with company policies and procedures, including data privacy, security, and regulatory requirements.