7 days ago

Technical Support Manager Medical Imaging

Intelerad

Hybrid
Full Time
CA$113,000
Hybrid

Job Overview

Job TitleTechnical Support Manager Medical Imaging
Job TypeFull Time
CategoryCommerce
Experience5 Years
DegreeMaster
Offered SalaryCA$113,000
LocationHybrid

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Job Description

About Intelerad

At Intelerad, we are dedicated to clarifying the path to answers in healthcare. Our innovative medical imaging solutions streamline information flow, simplify complex processes, and enhance efficiencies. We empower physicians to provide faster diagnoses, improving patient outcomes by making imaging more accessible. Headquartered in Raleigh, NC, and Montreal, Intelerad supports nearly 2,000 healthcare organizations globally, boasting a Best in KLAS recognition for PACS Asia/Oceania in 2021.

The Role: Technical Support Manager Medical Imaging

The Technical Support Manager Medical Imaging leads a high-performing team of technical support professionals, acting as the crucial link between Intelerad's medical imaging solutions and our healthcare clients. This leadership role focuses on driving operational excellence across 24/7/365 support operations, ensuring prompt resolution of intricate technical issues while upholding our commitment to exceptional customer service. The manager will balance strategic oversight with hands-on escalation management, collaborating cross-functionally to refine processes, minimize resolution times, and elevate customer satisfaction. Success hinges on cultivating a team culture that prioritizes knowledge sharing, professional growth, and delivering measurable results that directly enhance patient care.

Key Responsibilities

  • Lead and develop a team of technical support professionals, fostering growth through coaching, mentoring, and performance management, alongside establishing clear metrics and accountability.
  • Oversee comprehensive customer technical issue resolution, ensuring compliance with SLAs and quality standards, and serving as the primary escalation point for complex technical challenges requiring cross-functional teamwork.
  • Design and implement workflow improvements using data analytics to pinpoint bottlenecks, optimize resource deployment, and boost first-contact resolution rates, while maintaining robust knowledge base documentation.
  • Establish and monitor KPIs for team effectiveness, customer satisfaction, and operational efficiency, conducting regular reviews and applying corrective actions to meet organizational goals and support career development.
  • Manage 24/7/365 staffing schedules, including holiday and on-call rotations, guaranteeing adequate coverage and team preparedness for critical healthcare operations, with availability starting 6AM/7AM EST.

Qualifications

  • Bachelor's degree in Computer Science, Information Technology, or equivalent professional experience.
  • 5+ years of progressive technical support experience, including a minimum of 2 years in a leadership role managing teams.
  • Demonstrated expertise in troubleshooting methodologies, support operations management, and customer service best practices within technology environments.
  • Proven ability to develop and implement performance metrics, drive process improvements, and manage complex technical escalations.
  • Strong proficiency with Linux/UNIX, SQL, and Windows environments (desktop and server).
  • Experience managing 24/7 support operations, including scheduling, on-call rotations, and holiday coverage.

Preferred Qualifications & Special Requirements

  • Experience with medical imaging systems like PACS, RIS, or DICOM/HL7 protocols, or within general healthcare IT environments.
  • Familiarity with ITIL or other IT service management frameworks.
  • Knowledge of enterprise software support operations, particularly in SaaS or cloud-based technology companies.
  • Ability to manage shifting priorities in a fast-paced healthcare technology environment.
  • This role requires availability Monday-Friday starting 6AM/7AM EST, along with holiday work and one week per month of on-call responsibilities.

Key skills/competency

  • Technical Support Leadership
  • Medical Imaging Systems
  • PACS/RIS/DICOM/HL7
  • 24/7 Support Operations
  • ITIL Frameworks
  • Customer Service Excellence
  • Troubleshooting Expertise
  • Linux/UNIX/SQL/Windows
  • Performance Metrics
  • Process Improvement

Tags:

Technical Support Manager
leadership
customer service
troubleshooting
process improvement
performance management
team development
incident management
escalation management
SLA management
scheduling
medical imaging
PACS
RIS
DICOM
HL7
Linux
UNIX
SQL
Windows
enterprise software

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How to Get Hired at Intelerad

  • Research Intelerad's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
  • Tailor your resume: Customize your resume to highlight experience in technical support leadership, medical imaging, and 24/7 operations, using keywords from the Technical Support Manager Medical Imaging job description.
  • Showcase problem-solving skills: Prepare to discuss specific examples of managing complex technical escalations and implementing process improvements effectively.
  • Understand healthcare IT: Demonstrate knowledge of medical imaging systems (PACS/RIS/DICOM/HL7) and IT service management (ITIL) during interviews.
  • Highlight leadership abilities: Provide instances where you've coached teams, managed performance, and fostered a collaborative support environment.

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