Manager Technical Support

**Location:** Remote (U.S. or Canada) **Department:** Support **Employment Type:** Full-Time **Reports To:** Director, Technical Support **Travel:** Minimal (<10%) **Position Summary** The Manager, Technical Support – Revenue Cycle leads teams supporting healthcare revenue cycle applications across registration, scheduling, financial management, and medical records applications. This role combines people leadership, technical expertise, operational excellence, and data-driven decision-making to deliver exceptional customer outcomes. The ideal candidate is an analytical and customer-focused leader with experience building high-performing teams and driving operational improvements. They will champion innovation, including the responsible adoption of AI technologies to improve efficiency, service quality, and customer experience. **Key Responsibilities** **Leadership & Team Development** ·       Lead and develop medium-sized, geographically distributed support teams. ·       Foster a culture of accountability, collaboration, and continuous improvement. ·       Serve as an escalation point for critical customer issues. ·       Lead workforce planning, staffing, capacity management, and resource allocation across support operations. ·       Manage performance, employee development, and succession planning. **Support Operations** ·       Oversee support for Financial Management, Patient Registration, Scheduling, and Medical Records applications. ·       Drive operational performance, including SLA attainment, customer satisfaction, and support efficiency metrics. ·       Establish operational priorities and ensure alignment with departmental goals. ·       Contribute to departmental strategy and annual planning. ·       Partner with Product, Engineering, Customer Success, and Professional Services to resolve complex issues, improve product quality, and advocate for customer needs. **Analytics & Continuous Improvement** ·       Analyze support data to identify trends, root causes, and process improvements. ·       Develop dashboards and reports to measure operational performance and customer outcomes. ·       Lead initiatives that improve productivity, issue resolution, and service delivery. ·       Use operational insights to influence product and support strategies. **AI & Innovation** ·       Drive adoption of AI and automation technologies to improve productivity, knowledge management, and customer experience. ·       Establish best practices and training for responsible use of AI tools. ·       Evaluate emerging technologies and identify opportunities to enhance support operations. **Required Qualifications** ·       Bachelor’s degree in Information Technology, Business, Healthcare Administration, or a related field, or equivalent experience. ·       Background supporting healthcare revenue cycle, financial, registration, scheduling, or medical records solutions. ·       Strong analytical, problem-solving, and decision-making skills. ·       Excellent communication and relationship-building abilities. ·       Experience managing customer escalations and driving successful outcomes. ·       Proven success leading and developing technical support teams, driving organizational change, and using analytics to improve operational performance. ·       7+ years of experience in technical support, healthcare IT, or customer operations, including 3+ years in a people leadership role. ·       Experience with CRM, case management, reporting, or knowledge management platforms. **Preferred Qualifications** ·       Experience with healthcare software, revenue cycle management, or health information systems. ·       Familiarity with SQL, reporting tools, or basic technical troubleshooting. ·       Knowledge of ITIL or service management frameworks. ·       Experience with process automation, AI-enabled support tools, or knowledge management platforms. ·       Familiarity with generative AI, copilots, chatbots, and related technologies. **Success Measures** A successful Manager of Support in this role is: * **Operationally disciplined** — keeps teams aligned, efficient, and predictable. * **Customer centric** — understands the urgency and impact of issues in clinical and financial workflows. * **Technically fluent** — able to interpret system behavior, data flows, and integration points. * **Calm under pressure** — excels during outages, billing deadlines, and high severity incidents. * **Strategic** — improves processes, reduces friction, and strengthens the support ecosystem. **Working Arrangements** * Remote position based in the United States or Canada. * Standard work week, with additional hours as business needs require. * Participation in on-call and after-hours support during peak periods, including month-, quarter-, and year-end processing. PTO may be limited during these periods to support business operations. The potential salary range for this role is $85,000 to $95,000 CAD / / $100,000-$110,000 USD per year will be based on experience, skills, market conditions, and internal equity.