Manager, Support Engineering

What you'll do

• Lead a team of support professionals to resolve client incidents, service requests, and technical issues.
• Provide daily coaching, performance management, and career development for team members.
• Oversee the investigation, troubleshooting, and documentation of complex client issues across multiple channels.
• Manage escalated client issues by coordinating with internal technical teams and customer stakeholders.
• Monitor team workload, service levels, and support trends to optimize resource allocation and processes.
• Guide team members in troubleshooting front-end application issues and back-end technical activities.
• Ensure team compliance with HIPAA, security requirements, and established support procedures.
• Communicate team performance, operational risks, and emerging trends to leadership and stakeholders.

What we're looking for

• U.S. citizenship is required due to client contracts.
• Ability to obtain the appropriate government security clearance is required.
• Bachelor’s degree in Business Administration, Healthcare Administration, Health Information Technology, or a related field.
• 6 to 10+ years of professional experience in technical support, customer service, healthcare technology, or support engineering.
• 3+ years of people leadership, supervisory, or team lead experience in a technical support or service environment.
• Experience leading teams in a call center, service desk, or other high-volume technical support environment.
• Demonstrated ability to manage escalations, prioritize competing demands, and drive complex issues through resolution.
• Strong understanding of technical troubleshooting and the ability to guide team members through application and technical support issues.