Job Technical Support Manager - Medical Imaging (PACS/RIS)

Job Description

The Manager of Technical Support will be responsible for leading and managing a team of technical support professionals and to ensure the highest level of customer satisfaction. The position will play a key role in maintaining the company's reputation for exceptional support services, resolving complex technical issues, and contributing to continuous improvement initiatives.

This role will work Monday-Friday providing coverage until 8pm Eastern / 5pm Pacific. As a 24/7/365 organization, holidays and on-call responsibilities are required.

The key responsibilities of a Technical Support Manager include:

Team Leadership:

• Lead, mentor, and inspire a team of technical support professionals to achieve performance targets and deliver outstanding customer service.
• Foster a positive and collaborative team culture, encouraging knowledge sharing and skill development.

Customer Engagement:

• Oversee and ensure timely and effective resolution of customer technical issues.
• Collaborate with cross-functional teams to address customer concerns and contribute to product improvement.

Performance Management:

• Develop and implement key performance indicators (KPIs) to measure the effectiveness of the technical support team.
• Conduct regular performance reviews, provide constructive feedback, and support team members in achieving their career goals

Process Improvement:

• Identify opportunities for process optimization and efficiency in the technical support workflow.
• Work closely with other departments to implement improvements and enhance overall customer satisfaction.

Knowledge Management:

• Establish and maintain a robust knowledge base to empower the support team and improve first-contact resolution rates.
• Ensure documentation is up-to-date and accessible to all team members.

Escalation Management:

• Act as a point of escalation for complex technical issues, working closely with the technical teams to ensure swift resolution.
• Provide clear communication and updates to customers during escalations

This job description may not be inclusive of all assigned duties and the scope of the job may change as necessitated by business demands.