Manager, Solutions Support

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Lead, mentor, and cultivate the Solutions Support team, overseeing workload prioritization, performance management, training, and career advancement.

• Take ownership of daily support operations, ensuring that client incidents, service requests, and technical issues are documented, triaged, prioritized, communicated, and resolved within established service levels.

• Serve as the primary customer contact for the team, fostering trust through proactive communication, regular service reviews, clear expectations, and coordinated follow-through.

• Act as the escalation point for high-priority incidents and client concerns, ensuring a sense of urgency, executive visibility, cross-functional coordination, accurate status updates, and documented resolutions.

• Analyze ticket trends, recurring issues, service-level performance, system stability, client sentiment, and open risks to maintain a comprehensive view of client health.

• Oversee system performance, integrations, data flows, alerts, and operational indicators; coordinate investigations and remediation for performance or availability issues.

• Monitor and report on support metrics, including ticket volume, backlog, aging, response and resolution times, SLA attainment, reopen rates, recurring defects, and client health indicators.

• Collaborate with Technology, Product, Engineering, Client Success, Implementation, and other stakeholders to resolve complex issues and ensure clear ownership.

• Create, maintain, and enforce support procedures, escalation paths, playbooks, knowledge articles, client communication standards, and operational dashboards.

• Assist in incident reviews and corrective-action planning, translating lessons learned into preventive measures.

• Plan team coverage and capacity, including after-hours or on-call support as needed.

• Handle, safeguard, and disclose patients’ protected health information strictly in line with HIPAA standards.

• Adhere to Information Security and HIPAA policies and procedures.

• Limit access to PHI to the minimum necessary for assigned responsibilities.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor’s degree in healthcare administration, computer science, information technology, or a related field; a comparable combination of education and relevant experience may be accepted.

• Over 5 years of experience in software support, technical support, client services, healthcare technology, or a related area.

• At least 2 years of direct leadership experience managing people.

• Proven experience in managing support-ticket operations, client escalations, service levels, operational metrics, and cross-functional issue resolution.

• Familiarity with application support, system monitoring, incident management, root-cause analysis, and ticketing or service-management platforms.

• Experience in healthcare revenue-cycle technology or a regulated healthcare environment is preferred.

• Proficient in Microsoft Office Suite.

• Excellent interpersonal skills and the ability to communicate effectively at all organizational levels.

• Strong problem-solving and creative capabilities, demonstrating sound judgment and decision-making based on accurate and timely analyses.

• High integrity and dependability, with a strong sense of urgency and results orientation.

• Exceptional written and verbal communication skills are required.

• Availability to work outside of standard business hours is necessary.

• Must own a smartphone or electronic device capable of downloading applications for multifactor authentication and security purposes.

• Ability to follow directions, collaborate effectively with others, and manage stress.

🏝️ Benefits

• Occasional travel may be necessary.

• Flexibility to work outside of standard business hours.

• Provision of a smartphone or electronic device capable of downloading applications for multifactor authentication and security purposes.