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.