Technical Support Manager

Fusion Health•Topeka, KS

19h•$85,000 - $95,000•Hybrid

About The Position

The Support Team Lead is both a people leader and senior escalation resource, responsible for day-to-day support operations, team development, and continuous improvement. This individual ensures the team operates efficiently, proactively, and with a strong customer focus, including during active implementations, upgrades, and go-lives. They will lead and coordinate the Support team, including ticket oversight, workload balancing, prioritization, coaching, and day-to-day operational guidance. This role owns queue health and SLA performance, ensuring tickets are triaged, escalated, and resolved appropriately, including management of high-priority and critical incidents. The position balances support and implementation responsibilities, maintaining service stability during installs, upgrades, training, and go-live activities. They will monitor team capacity across support, implementation, configuration, and project work; proactively identify risks and propose solutions. This individual will serve as the senior escalation point for complex technical, workflow, integration, or infrastructure issues; partnering with Engineering, Product, and Operations to drive root cause resolution and MTTR reduction. They will develop cross-training plans to reduce single points of failure and improve operational flexibility, and produce and maintain internal documentation, knowledge base articles, and troubleshooting guides to support scalable operations. Additionally, they will mentor and coach team members, building technical depth, accountability, and customer service excellence, and participate in implementation and go-live activities as the primary Support representative. This role contributes to leadership discussions on support metrics, SLA performance, staffing needs, and operational improvement, and maintains the team on-call rotation for critical incidents. Travel to customer sites, including correctional facilities, may be required to support onsite implementations, go-lives, and onboarding activities.

Requirements

Bachelor’s degree or equivalent experience in Computer Science, Information Systems, Healthcare Technology, or a related field.
5+ years of experience in technical support, application support, healthcare IT, or a related operational environment.
Strong command of support operations: ticketing systems, SLA management, triage workflows, and escalation management.
Proven ability to balance ongoing support responsibilities with project or implementation work.
Analytical and problem-solving skills, including the ability to manage complex, high-impact issues independently.
Strong verbal and written communication skills, including the ability to translate technical concepts for non-technical users and customers.

Nice To Haves

Prior leadership, mentorship, or team coordination experience strongly preferred.
Experience with healthcare applications, EHR systems, pharmacy systems, or integrated software platforms preferred.
Familiarity with SQL, reporting tools, or integrations preferred.
Experience with Jira Service Management or similar support platforms preferred.
Relevant certifications (ITIL, HDI, CompTIA, Microsoft, etc.) are a plus but not required.

Responsibilities

Lead and coordinate the Support team, including ticket oversight, workload balancing, prioritization, coaching, and day-to-day operational guidance.
Own queue health and SLA performance, ensuring tickets are triaged, escalated, and resolved appropriately, including management of high-priority and critical incidents.
Balance support and implementation responsibilities, maintaining service stability during installs, upgrades, training, and go-live activities.
Monitor team capacity across support, implementation, configuration, and project work; proactively identify risks and propose solutions.
Serve as the senior escalation point for complex technical, workflow, integration, or infrastructure issues; partner with Engineering, Product, and Operations to drive root cause resolution and MTTR reduction.
Develop cross-training plans to reduce single points of failure and improve operational flexibility.
Produce and maintain internal documentation, knowledge base articles, and troubleshooting guides to support scalable operations.
Mentor and coach team members, building technical depth, accountability, and customer service excellence.
Participate in implementation and go-live activities as the primary Support representative.
Contribute to leadership discussions on support metrics, SLA performance, staffing needs, and operational improvement; maintain team on-call rotation for critical incidents.
Travel to customer sites, including correctional facilities, may be required to support onsite implementations, go-lives, and onboarding activities.