Manager, User Support

Company Overview:

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs – everything from addressing poorly controlled blood sugar to combatting anxiety to accessing medically tailored meals – because we know that health requires care for the whole person. It's no wonder 98% of patients report being fully satisfied with Upward Health!

Job Title & Role Description:

The Manager of User Support is responsible for delivering a high-quality, reliable, and user-centered technology support experience for Upward Health staff across the United States. This role oversees helpdesk operations, drives efficient service excellence, and ensures technologies, processes, and support capabilities evolve to meet organizational needs. This role serves as a strategic partner across our organization, coordinating both internal resources and external vendors to improve operational efficiency, business outcomes, and the overall support experience for our users.

Core Responsibilities:

1. User Support Service Delivery

• Establish service delivery standards by monitoring service levels, key performance indicators, and customer satisfaction, improving same through updates to support procedures and management of performance expectations.
• Oversee ticket management and escalation processes, maximizing overall queue health through balancing workloads and effectively triaging and prioritizing tickets.
• Oversee inventory management, asset tracking, equipment logistics, and technology lifecycle processes across user support functions.
• Coordinate vendor agreements, relationships, and invoices, performing service reviews, ensuring issue resolution, and operational communications as needed.

1. Team Leadership & Operational Readiness

• Lead daily User Support operations, ensuring timely, consistent, and effective resolution of issues while championing a user-first support culture focused on empathy, responsiveness, and professionalism.
• Lead and develop User Support personnel through coaching, goal setting, and performance management, ensuring team members have the knowledge, tools,  and training required to support users effectively.
• Foster a culture of accountability, collaboration,  and service excellence, establishing operational procedures and team standards that ensure reliably effective support delivery.
• Promote adherence to security standards, HIPAA requirements, and organizational technology policies by identifying operational risks, recurring issues, service gaps, and support process constraints, then developing mitigation strategies.

1. Process Improvement & Business Enablement

• Partner with business stakeholders to understand operational challenges, service needs, and technology support requirements. Maintain visibility into organizational technology needs and recommend improvements that strengthen support effectiveness and user experience.
• Oversee the identification, analysis, prioritization, and delivery of process improvement opportunities through the implementation and adoption of new technologies, systems, and support tools.

• Guide efforts to streamline workflows, reduce inefficiencies, improve support processes, and enhance user productivity by ensuring business requirements and operational needs are appropriately documented, evaluated, and communicated to technology teams.
• Ensure support considerations, user impacts, operational requirements, and service readiness needs are represented during project planning and implementation, aligning technology solutions with business goals, operational needs, and organizational priorities

Qualifications/Skills Required:

• Strong expertise with Microsoft and Android platforms; familiarity with Apple ecosystem a plus.
• Strong understanding of ticketing systems, service management practices, SLAs, KPIs, and support performance metrics.
• Ability to oversee business analysis outcomes, including requirements documentation, workflow improvement, process optimization, and stakeholder alignment.
• Excellent communication, stakeholder engagement, and leadership skills.
• Experience collaborating with cross-functional business, clinical, finance, vendor, and technology teams.

Key Behaviors:

• Accountable: Owns service outcomes, operational performance, support quality, and ensures timely, effective, and professional support for all end users.
• Collaborative: Builds trusted relationships across Technology, Clinical Operations, Business Services, Finance, vendors, and leadership.
• Proactive: Identifies issues, service gaps, risks, and improvement opportunities before they negatively impact users.
• Analytical: Uses support metrics, stakeholder input, workflow analysis, and issue trends to guide decisions and improvements.
• Detail-Oriented: Maintains a focus on accuracy, documentation quality, operational consistency, and follow-through.
• Development-Focused: Coaches and develops team members while creating a culture of accountability, growth, and continuous learning.

Competencies:

• SLA and KPI Management
• Technical Troubleshooting and Documentation
• Business Process Improvement and Stakeholder Partnership
• Vendor, Inventory, and Financial Management
• Security and Compliance Awareness
• Escalation and Process Improvement
• Strategic Problem Solving

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.