Technical Support Manager

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 teamproduct 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 Ambra software products

• Increases and maintains technical knowledge of Ambraproduct 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 Ambra 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 withITIL 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

All applicants meeting minimum qualifications will be required to complete a 30 minuteonline assessment as part of your application.