Technical Support Manager

The Technical Support Manager 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).

• 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

This job description is not a comprehensive list of tasks or requirements and Intelerad reserves the right to change it at any time.

The base pay for this position ranges from $84,750 CAD - $113,000 CAD. Pay may vary depending on job-related knowledge, skills, and experience. Intelerad is a total compensation company. Pay is dependent on the position offered. Bonus and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, retirement, PTO, and/or other benefits.

All your information will be kept confidential according to EEO guidelines.

All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.

#LI-REMOTE

Intelerad uses SmartRecruiters’ platform, which includes optional AI-assisted features (such as Winston Match, Screen, and Companion) to help our Talent Acquisition team streamline and enhance parts of the recruitment process. These tools are designed to support, not replace, human judgment and decision-making. All hiring decisions are ultimately made by our recruiters and hiring leaders. 

To learn more about how SmartRecruiters uses AI within its system and how it complies with applicable regulations, please review SmartRecruiters’ AI Addendum. 

https://www.smartrecruiters.com/legal/artificial-intelligence-addendum/

Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age , disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment. 

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (“ADA”)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines “disability” as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment