Technical Support Manager - Strategic Accounts
Technical Support Manager - Strategic Accounts
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1 Vacancy
Job Description
The Manager of Technical Support will be responsible for leading and managing a team of technical support professionals and to ensure the highest level of customer satisfaction for strategic accounts. The position will play a key role in maintaining the companys reputation for exceptional support services resolving complex technical issues and contributing to continuous improvement initiatives.
The key responsibilities of a Technical Support Manager include:
Team Leadership:
- Lead mentor and inspire a team of technical support professionals to achieve performance targets and deliver outstanding customer service.
- Foster a positive and collaborative team culture encouraging knowledge sharing and skill development.
Customer Engagement:
- Oversee and ensure timely and effective resolution of technical issues for strategic customers.
- Collaborate with crossfunctional teams to address customer concerns and contribute to product improvement.
Performance Management:
- Develop and implement key performance indicators (KPIs) to measure the effectiveness of the technical support team.
- Conduct regular performance reviews provide constructive feedback and support team members in achieving their career goals
Process Improvement:
- Identify opportunities for process optimization and efficiency in the technical support workflow.
- Work closely with other departments to implement improvements and enhance overall customer satisfaction.
Knowledge Management:
- Establish and maintain a robust knowledge base to empower the support team and improve firstcontact resolution rates.
- Ensure documentation is uptodate and accessible to all team members.
Escalation Management:
- Act as a point of escalation for complex technical issues working closely with the technical teams to ensure swift resolution.
- Provide clear communication and updates to customers during escalations
This job description may not be inclusive of all assigned duties and the scope of the job may change as necessitated by business demands.
Qualifications :
Required
- Bachelors degree in Computer Science Information Technology or a related field (or equivalent)
- Proven experience in a technical support leadership role
- Strong understanding of software applications troubleshooting methodologies and customer support best practices
- Excellent communication and interpersonal skills
- Demonstrated ability to lead and motivate a team in a fastpaced environment
- Autonomous selfmotivated proactive
- Good interpersonal skills
- Ability to multitask well organized attentive to details
- Autonomous selfmotivated proactive
Preferred
- Familiarity with ITIL or other service management frameworks
- Strong skills with Linux / UNIX SQL and Windows (desktop & server)
- Background leading strategic customer service delivery Technical Account Management reporting / presenting metrics and solutions to senior stakeholders
- Experience with medical imaging healthcare technology (HIT) clinical workflows PACS radiology / cardiology DICOM / HL7 or similar strongly preferred
Additional Information :
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.
#LIREMOTE
Intelerad is committed to the principles of equal employment. We are committedto 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
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Remote
Company Industry
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
