Intelerad is seeking a Technical Support Manager to lead a team of technical support professionals in providing exceptional customer service for medical imaging solutions. The role involves overseeing customer issue resolution, implementing process improvements, and managing team performance to enhance patient care delivery.
Key Responsibilities
Lead and develop a team of technical support professionals through coaching and mentoring
Oversee end-to-end customer technical issue resolution and serve as an escalation point for complex problems
Design and implement process improvements across technical support workflow
Establish and monitor key performance indicators measuring team effectiveness
Manage 24/7/365 coverage scheduling including holiday rotations and on-call responsibilities
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
Demonstrated expertise in troubleshooting methodologies and customer service best practices
Strong proficiency with Linux/UNIX, SQL, and Windows environments
Experience managing 24/7 support operations including scheduling and on-call rotations
Preferred Qualifications & Special Requirements
Experience with medical imaging systems and 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
Ability to manage shifting priorities in fast-paced healthcare technology environment
This job posting offers a base pay ranging from $84,750 CAD - $113,000 CAD, with additional compensation and benefits. Intelerad is an equal opportunity employer committed to providing a diverse and inclusive workplace.
