Technical Support Manager, Medical Imaging

Company Description

At Intelerad, we believe the path to answers in healthcare should be clear-whether you are waiting for a diagnosis or trying to expedite one. Our medical imaging solutions streamline the flow of information, simplifying complex processes, maximizing efficiencies, and shining a light on the unknown. We empower physicians to get patients the answers they need faster and improve outcomes for everyone. With more accessible imaging, we are getting patients out of the dark.

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across four countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report.

Job Description

The Technical Support Manager, Medical Imaging leads a high-performing team of technical support professionals who serve as the critical link between Intelerad's innovative medical imaging solutions and the healthcare organizations that depend on them. This role drives operational excellence across 24/7/365 support operations, ensuring timely resolution of complex technical issues while maintaining our reputation for exceptional customer service. The manager will balance strategic leadership with hands-on technical escalation management, working cross-functionally to continuously improve processes, reduce resolution times, and enhance customer satisfaction. Success in this role means building a team culture focused on knowledge sharing, professional development, and measurable outcomes that directly impact patient care delivery.

Key Responsibilities

• Lead and develop a team of technical support professionals through coaching, mentoring, and performance management, establishing clear performance metrics and accountability structures that drive individual growth and team excellence while fostering a collaborative culture focused on knowledge sharing and continuous improvement.
• Oversee end-to-end customer technical issue resolution, ensuring adherence to service level agreements and quality standards, while serving as escalation point for complex technical problems requiring cross-functional collaboration with engineering, product, and professional services teams.
• Design and implement process improvements across the technical support workflow, leveraging data analytics to identify bottlenecks, optimize resource allocation, and enhance first-contact resolution rates while maintaining comprehensive knowledge base documentation that empowers team efficiency.
• Establish and monitor key performance indicators measuring team effectiveness, customer satisfaction, and operational efficiency, conducting regular performance reviews and implementing corrective actions that align with organizational objectives and support career development goals.
• Manage 24/7/365 coverage scheduling including holiday rotations and on-call responsibilities, ensuring appropriate staffing levels and team readiness to support critical healthcare operations with extended availability (Monday-Friday with availability starting from 6AM/7AM EST).

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or equivalent experience
• 5+ years of progressive experience in technical support roles with minimum 2 years in leadership capacity managing teams
• Demonstrated expertise in troubleshooting methodologies, support operations management, and customer service best practices within technology environments
• Proven track record developing and implementing performance metrics, driving process improvements, and managing 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 including PACS (Picture Archiving and Communication Systems), RIS (Radiology Information Systems), DICOM/HL7 protocols, or healthcare IT environments
• Familiarity with ITIL or other IT service management frameworks
• Knowledge of enterprise software support operations in SaaS or cloud-based technology companies
• This position requires coverage Monday-Friday with availability starting from 6AM/7AM EST.
• As part of a 24/7/365 organization, holiday work and one week per month of on-call responsibilities are required
• Ability to manage shifting priorities in fast-paced healthcare technology environment

Key skills/competency

• Technical Support Leadership
• Medical Imaging Systems
• PACS/RIS
• DICOM/HL7 Protocols
• Customer Service Excellence
• Troubleshooting
• Process Improvement
• SLA Management
• Team Development
• 24/7 Operations