Reporting directly to the Director of Product Support, our Technical Support Manager provides hands-on leadership and oversight of the cross- functional Application Support team. This role provides high-quality operational, technical, and system support to STC clients and the company's product suite of applications.
As our Technical Support Manager, you will oversee the implementation, maintenance, and support of STC's software applications, while successfully engaging customers in the service delivery of solutions for reported issues. You'll manage and supervise a cross-functional team of analysts for troubleshooting, debugging, evaluating software bugs, deployment errors, and assist with product enhancements or new features.
This role requires solid experience and skill set in managing technical support solutions and software development technologies and methodologies involving advanced troubleshooting for software bugs. You'll need proven leadership experience and the ability to multi-task, be creative, innovative, flexible, and organized.
Primary Responsibilities
Manage, develop, and mentor a team of technical experts responsible for the operations, performance, and reliability of STC's applications. Own the planning of application/infrastructure releases/patches and/or configuration changes. Manage day-to-day triage of tickets, break-fix items and enhancements. Ensure tickets are correctly prioritized. Examine potential areas for Continual Service Improvement (CSI) and raise proposals with the Director of Product Support. Provide technical & customer engagement leadership. Manage the interaction with internal teams, clients, and external 3rd party vendors to troubleshoot and resolve complex problems. Deliver routine ticket reports to internal teams and external clients. Own the status and progress towards resolution of all open incidents. Act as an escalation point for team members on unresolved or escalated issues. Act as a Subject Matter Expert (SME) for team members. Ability to analyze business requirements and tools to understand and estimate the work resources needed and assign staffing based on overall portfolio. Expertly understand the application architecture and full stack technology. Experienced in Problem Management and root cause analysis techniques. In-depth and experienced understanding of the software development life cycle. Manage a backlog of bug tickets, including prioritization for patch releases. Manage aspects of the end-to-end release process. Manage and forward plan the release windows/cycles. Perform other duties as assigned. About You
Bachelor's Degree or equivalent experience in a technical discipline, preferably in Computer Science, Information Technology, Computer Information Systems, Software Engineering, Mathematics, or Engineering. 8+ years' experience[AS1] working in a software support and/or development organization. 5+ years'[AS2] experience supervising or leading support teams. Must have exceptional customer relations skills and a commitment to excellent customer service. Self-motivated and highly professional with the ability to lead through inspiration and motivation. Superior analytical skills; strong technical skills. Demonstrated conflict management and resolution experience, strong negotiation skills. Understanding of Agile/Scrum methodology and framework. Ability to multi-task and work under pressure and to tight deadlines. Ability to work with non-technical clients to gather business requirements and translate into technical specifications. Ability to see issues through to resolution. Proficient with or able to quickly learn the software and applications used in the organization and the industry. Solid SQL experience supporting database technology a plus. Ability to work flexible shifts (evenings, weekends and holidays are a possibility) as needed. Team player and servant leader!
About Us ?When you choose STChealth, you will be choosing a small company where you can make a big contribution. You'll be choosing a long- standing industry leader who has a 35-year history but a start-up mentality. And you'll be choosing to join a team of people determined to reduce the impact of preventable disease and empower people throughout the healthcare ecosystem world-wide.
Awarded by AZ Central as one of Arizona's Top Workplaces 3 years running, you will find that we are a highly engaged group of people, motivated and inspired by each other, and passionate about the collective work we do in creating intelligent solutions for healthier communities.
Located in the Warehouse District, we are proud to be a part of the dynamic and creative PHX Core Innovation Hub. We have an open-office layout with lots of room for the collaboration and inspiration that feeds all the great ideas that start here. Benefits? Ours are outstanding. Some of the highlights include a 100% company-paid medical plan, 401(k) matching, flexible hybrid schedule, casual dress, dog days, a focus on well-being, unlimited volunteer hours, and an amazing amount of paid time off.
Apply today to join our team!
Must be a United States citizen or have authorization to work in the United States as defined by the Immigration Act of 1986. STChealth is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected Veteran status.
For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.
https://stchome.hirecentric.com/jobs/229674- 32197.html
