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.