Intelerad is hiring a Technical Support Manager (Medical Imaging)

Intelerad is hiring a Technical Support Manager (Medical Imaging) to lead a high-performing team of technical support professionals. This role drives operational excellence across our 24/7/365 support operations, ensuring timely resolution of complex technical issues for healthcare organizations that depend on our medical imaging solutions.

What You'll Do

• Lead and develop a team of technical support professionals through coaching, mentoring, and performance management.
• Oversee end-to-end customer technical issue resolution, ensuring adherence to service level agreements and quality standards.
• Serve as escalation point for complex technical problems requiring cross-functional collaboration with engineering, product, and professional services teams.
• Design and implement process improvements across the technical support workflow, leveraging data analytics to identify bottlenecks.
• Establish and monitor key performance indicators measuring team effectiveness, customer satisfaction, and operational efficiency.
• Manage 24/7/365 coverage scheduling including holiday rotations and on-call responsibilities, ensuring appropriate staffing levels.

What We're Looking For

• Bachelor's degree in Computer Science, Information Technology, or equivalent experience.
• 5+ years of progressive experience in technical support roles.
• Minimum 2 years in a leadership capacity managing teams.
• Demonstrated expertise in troubleshooting methodologies, support operations management, and customer service best practices.
• Proven track record developing performance metrics, driving process improvements, and managing complex technical escalations.
• Strong proficiency with Linux/UNIX, SQL, and Windows environments (desktop and server).
• Experience managing 24/7 support operations including scheduling, on-call rotations, and holiday coverage.
• This position requires coverage Monday-Friday with availability starting from 6AM/7AM EST.
• As part of a 24/7/365 organization, holiday work and one week per month of on-call responsibilities are required.
• Ability to manage shifting priorities in a fast-paced healthcare technology environment.

Nice to Have

• Experience with medical imaging systems including PACS, RIS, DICOM/HL7 protocols, or healthcare IT environments.
• Familiarity with ITIL or other IT service management frameworks.
• Knowledge of enterprise software support operations in SaaS or cloud-based technology companies.

Technical Stack

• Linux/UNIX
• SQL
• Windows

Team & Environment

You will lead a team of technical support professionals responsible for supporting our global customer base.

Benefits & Compensation

• Compensation: USD 61,918 - USD 82,558 yearly
• Medical benefits
• Financial benefits
• Retirement benefits
• Paid time off (PTO)

Work Mode

This is a remote position.

Intelerad is committed to the principles of equal employment and complies with all federal, state and local laws providing equal employment opportunities.