Practice Support Manager - Remote

Overview

As a Practice Support Manager, you'll lead a technical support team that ensures healthcare operations run seamlessly. This leadership role combines people management with hands-on technical problem-solving, where you'll guide your team's daily activities while driving performance and accountability across all support functions.

In Short

• Lead and develop a team of Support Analysts and Specialists.
• Monitor Key Performance Indicators (KPIs) for continuous improvement.
• Oversee Service Level Agreements (SLAs) for troubleshooting issues.
• Manage the complete lifecycle of incident management.
• Create and maintain detailed runbooks for recurring issues.
• Utilize monitoring tools like Datadog and PagerDuty.
• Act as the escalation point for complex technical issues.
• Identify and implement automation opportunities.
• Provide regular reports to leadership on support operations.
• Foster a collaborative and high-performing team environment.

Requirements

• 4+ years of experience as a Technical Support Manager.
• Strong leadership and communication skills.
• Experience with Incident Management frameworks (e.g., ITIL).
• Hands-on experience with enterprise monitoring systems.
• Competency in healthcare data standards (e.g., HL7, HIPAA).
• Experience with Mirth Interface Engine.
• Proficiency in SQL and scripting languages like Python.
• Bachelor's degree in a relevant field preferred.
• ITIL or other incident management certification preferred.

Benefits

• Opportunity to impact healthcare delivery.
• Develop technical expertise and leadership skills.
• Collaborative, mission-driven environment.