Director Technical Support
Director Technical Support
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Purpose
At Intelerad we empower healthcare providers worldwide through innovative medical imaging solutions that improve patient outcomes and streamline clinical workflows. As our Director Technical Support you will lead a global highperforming team dedicated to delivering an exceptional customer experience.
This role is pivotal in ensuring our support function not only meets but consistently exceeds client expectationsaligning operational performance with strategic business outcomes. We are looking for someone that will bring a bold vision a collaborative spirit and a passion for continuous improvement to our Technical Support function keeping in mind always that there is a patient at the end of everything we deliver.
Responsibilities
Champion Operational Excellence: Track and manage key performance indicators (KPIs) related to team performance client success escalations and SLAs to ensure service excellence. Set and drive departmental goals aligned with companywide objectives.
Lead and Develop HighImpact Teams: Provide coaching mentorship continuous feedback and strategic guidance to regional support leaders. Empower teams with the resources processes and tools they need to thrive and deliver results. Support team members by providing feedback in real time and conducting formal performance reviews as needed.
Drive KnowledgeCentered Support: Champion a culture of knowledge sharing and continuous learning. Guide the implementation of a global knowledge development and management strategy grounded in KCS (KnowledgeCentered Service) principles.
Be a Strategic Bridge Builder: Build strong crossfunctional partnerships across technical and nontechnical teams. Act as a subject matter expert and change agent who understands business objectives identifies gaps and proposes actionable solutions.
Communicate Vision with Clarity: Translate departmental strategy into tangible goals and communicate them effectively to executive leadership and stakeholders. Inspire teams with a clear sense of direction and purpose keeping in mind always that there is a patient at the end of everything we deliver.
Innovate and Transform: Identify and implement process improvements that elevate efficiency customer satisfaction and scalability. Encourage a solutionsoriented mindset that challenges the status quo and embraces creativity.
Resource Optimization: Ensure that the Technical Support function is fully equippedwith the right talent systems and structureto deliver timely and effective solutions that drive customer success.
Qualifications :
Employment Prerequisites
Bachelors degree in Computer Science Engineering or a related field (or equivalent experience)
10 years of experience in technical or service delivery roles (support development integration etc. in medical imaging or healthcare technology industry
5 years leading technical support or service delivery teams ideally within a software/SaaS environment
Proven ability to lead change and build highperforming globally distributed teams
Deep understanding of ITIL best practices and KnowledgeCentered Service (KCS)
Experience driving measurable improvements in CSAT VOC and related customer success programs
Strong analytical project management and organizational change management skills
Excellent communication skills in English with a collaborative and customerfirst approach
Desired Competencies
Proficiency with ServiceNow (SNOW) or similar support platforms
Strong background in support analytics and customer satisfaction metrics
Why Join Intelerad
Were more than a software companywere a team united by purpose driven by innovation and inspired by impact.
Global Reach Local Heart
With offices in North America the UK and Australia we bring global collaboration to local healthcare challenges.
Empowered Culture
We believe in Standing Together. We recognize effort celebrate wins and support one another through challenges.
GrowthOriented
Were committed to your success. From professional development to leadership coaching we invest in helping you Get After It and reach your goals. Help our company Build a Legacy and help shape the future of customer support in a fastpaced missiondriven environment.
InnovationDriven
Were not afraid to rethink redesign and reimagine. If youre ready to Win the Day by solving complex problems that matter youll thrive here.
Additional Information :
All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.
This job may require periodic background checks and security clearances
Intelerad is committed to the principles of equal employment. We are committed to complying with all federal state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants employees and former employees are protected from employment discrimination based on race color religion sex (including pregnancy sexual orientation or gender identity) national origin age disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment including but not limited to recruiting hiring placement transfer training promotion rates of pay and other compensation termination and all other terms conditions and privileges of employment.
Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (ADA)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines disability as a physical or mental impairment that substantially limits one or more of the major life activities of an individual a record of such impairment or being regarded as having such an impairment.
Intelerad and Ambra Health Combine to Form the Global Industry Leader in Cloud PACS and Enterprise Imaging
Intelerad Partners with Strategic Radiology to Bring Innovative Medical Image Management Solutions to More than 1300 Radiologists Across the US
Meet Intelerads Leadership Team: is committed to the principles of equal employment. We are committedto complying with all federal state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants employees and former employees are protected from employment discrimination based on race color religion sex (including pregnancy sexual orientation or gender identity) national origin age disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment including but not limited to recruiting hiring placement transfer training promotion rates of pay and other compensation termination and all other terms conditions and privileges of employment.
Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (ADA)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines disability as a physical or mental impairment that substantially limits one or more of the major life activities of an individual a record of such impairment or being regarded as having such an impairment
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Remote
Company Industry
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
