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.