Technical Support Manager (internal Applicants Only) - Remote Eligible

Technical Support Manager

The Technical Support Manager will oversee a team of technical support engineers to ensure customers are receiving the best service possible. Your tasks may vary day-to-day but primarily will focus on best of-class support including technical management of the customer support team, technical optimization and configuration, and support operations. The ideal candidate will be able to adapt seamlessly to the organization and the customers we serve, be technically savvy, have experience within a technical support organization including leading people, and must enjoy learning new technologies.

Job Responsibilities:

• Leading and providing technical oversight to the Support staff on a day-to-day basis
• Coaching, training, and developing Support staff to improve technical performance
• Assist in development, implementation application support education for all Support Staff
• Managing coordinating all shifts and schedules for the Support teams to ensure all support issues are being resolved within defined SLA times
• Manage all shift and "on call" team schedules to ensure complete 24x7 coverage
• Available for escalations as needed for critical incidents
• Creation of key metrics, processes, workflow and reporting leveraging existing systems and applications to actively manage, measure, and validate performance at the individual, group and customer levels while tracking against strict SLAs
• Manage incidents through the entire lifecycle: Identification, Logging, categorization, prioritization, diagnostic, escalation, resolution and closure
• Interface with NextGate Cloud and On-Premise accounts and ensure highest level of customer satisfaction
• Ensure adherence to contracted Service Levels for both response and resolution times
• Escalate as appropriate to engineers and management to ensure timely resolution
• Strictly adhere to Company's operational procedures, policies, reporting and escalation standards
• Lead internal documentation and creation of runbooks and incident models
• Lead Problem Management process
• Lead Change and Release Management Process
• Oversee Patch Management for our managed accounts
• System/customer support: planning, coordinating, hardware selection, software selection and use, customer education and support, vendor liaison, troubleshooting, problem resolution, product evaluation, and documentation
• Participate in recruiting for open positions under the Support Teams
• Will work with management to set individual goals in alignment with departmental and company strategies as well as conduct quarterly performance reviews
• Report weekly on departmental key performance metrics
• Provide a feedback loop to Development and Professional Services group to improve product and implementation practices
• Integrate with Cloud Operations, Professional Services, and Development teams for an end-to end continuous improvement and service optimization
• Understand, implement, and automate security controls, governance processes, and compliance validation
• Manage multiple projects simultaneously and be able to adapt to changing business needs
• Perform additional duties as assigned by manager
• Adhere to company policies regarding PHI, HIPAA, Privacy and Security. Position will have access to patient data.

Job Requirements:

• 2-5 years in a Technical Support Engineer or similar role required

Rhapsody provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.