Practice Support Manager, Remote

Practice Support Manager, Remote

As a Practice Support Manager, you'll lead a technical support team that ensures healthcare operations run seamlessly. This leadership role combines people management with hands‑on technical problem‑solving, where you'll guide your team's daily activities while driving performance and accountability across all support functions.

Your day‑to‑day will involve overseeing Service Level Agreements, managing incident life cycles, and optimizing monitoring systems. When complex technical issues arise, you'll provide escalation support and work through interface changes that keep critical healthcare systems functioning. You'll also supervise ticket management processes and identify opportunities to enhance operations through process improvements and automation.

The role requires both strategic thinking and tactical execution – you'll be implementing solutions that streamline workflows while ensuring your team has the tools and guidance they need to succeed. Regular reporting to leadership on operational efficiency and team performance is also a key component of the position.

This position offers the opportunity to make a meaningful impact on healthcare delivery while developing both your technical expertise and leadership skills in a collaborative, mission‑driven environment.

Candidates should be comfortable working remotely / work from home anywhere within the US.

• Lead and Develop Support Team :
  Manage a team of Support Analysts and Specialists, overseeing their daily activities and promoting their professional development.
• Drive Performance and Accountability :
  Monitor Key Performance Indicators (KPIs) for the team, offering regular feedback and coaching to ensure continuous improvement and accountability.
• Foster Talent and Collaboration :
  Onboard, train, and mentor new and existing team members to cultivate a high‑performing, cohesive, and collaborative team environment.
• Optimize Team Operations :
  Develop and implement tools to effectively monitor and manage team capacity and performance, ensuring optimal resource allocation and productivity.

• Monitor SLAs :
  Oversee Service Level Agreements (SLAs) for troubleshooting issues, ensuring alignment with daily operational practices and standards.
• Own Incident Management Lifecycle :
  Manage the complete life cycle of incident management, from initial alert through resolution and post‑mortem analysis, guaranteeing timely remediation and transparent communication with all stakeholders, including practice teams.
• Develop and Operationalize Runbooks :
  Create and maintain detailed runbooks for recurring issues and establish standard operating procedures to promote consistent and efficient incident response.
• Optimize Monitoring Systems :
  Utilize and refine monitoring tools such as Datadog and Pager Duty to proactively detect and mitigate potential issues before they impact our operations.
• Lead High‑Priority Incident Resolution :
  Facilitate high‑priority incident resolution calls, guiding cross‑functional teams in swiftly addressing and resolving issues.

• Serve as a Point of Escalation :
  Act as the escalation point for the support team, addressing complex technical issues that require in-depth knowledge of our applications, Tableau, and data interfaces.
• Manage Mirth Interface Engine :
  Apply and authorize configuration changes in the Mirth production interface engine to troubleshoot existing issues or revise existing data feeds.
• Resolve Complex Issues :
  Investigate and resolve unprecedented issues, ensuring all findings and solutions are thoroughly documented for future reference.
• Oversee Ticket Management :
  Supervise the team's ticket queue to prevent backlogs and ensure all support requests are processed within the established SLAs.

• Drive Support Program Initiatives :
  Lead initiatives as part of our Scalable Support Program, contributing insights and executing projects to enhance the efficiency and effectiveness of our support operations.
• Identify and Implement Automation Opportunities :
  Seek out opportunities to…