Technical Support Manager

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.

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.
• Prior leadership, mentorship, or team coordination experience strongly preferred.
• 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.
• 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.

Compensation & Benefits

• Salary Range: $85,000 – $95,000.
• Medical, dental, and vision coverage.
• 401K.
• Generous PTO.