# Technical Support Manager

**Company:** [Fusion Health](https://hotfix.jobs/companies/fusion-health)
**Location:** Topeka, KS
**Role:** Support Engineering
**Salary:** $85k – $95k/yr
**Experience:** 5+ years
**Skills:** SQL, Jira Service Management, Ticketing Systems, Sla Management, Escalation Management, Healthcare It, Ehr Systems, Itil, Hdi, Comptia
**Posted:** 2026-06-09

> Lead and mentor a technical support team handling healthcare software applications. Manage SLAs, escalations, implementations, and team development in a hybrid environment.

## Job Description

## 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.

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