SOC Telemed (SOC) is the nation’s most experienced and trusted provider of physician consultations via telemedicine. The company's clinical specialties include TeleNeurology, TelePsychiatry and TeleIntensivist coverage, and our Telemed IQ solution allows hospitals to build a telemedicine program using their own physicians. Since its inception, SOC has delivered more than 500,000 consultations improving the lives of patients and their families.
SOC was the first private telemedicine company to earn The Joint Commission’s Gold Seal of Approval and has maintained that accreditation every year since 2006.
Our telemedicine approach significantly-minimizes the constraints of time and distance, but creates a complex operational matrix: hundreds of physicians virtually-supporting hundreds of hospitals across the United States. We have a need for customer service-oriented Support Manager to provide leadership and technical assistance to users in an efficient and accurate manner.
Reporting to the CIO, the Support Manager serves as a leader of the technology team, providing technical support leadership with a clinical sense of urgency. The efficient and stable operation of our infrastructure is crucial in maintaining the high availability and performance of our solution and services, and this role is on the front line of our continued efforts to provide the most reliable and easiest to use telemedicine experience available. As the Support Manager, you will:
Manage a team of 10-15 support technicians operating in a 24x7x365 environment including recruitment, onboarding, coaching, performance reviews and metrics. Establish problem resolution approaches, operational support procedures, training documents and escalation plans for telemedicine support to increase system uptime Track performance to ensure the team delivers exceptional customer service to address stakeholder concerns, particularly while performing varied and complex tasks within high pressure clinical situations. Coordinate the validation of new configurations and configuration management processes, workflows and procedures, as well as third party releases, firmware, and new hardware and peripherals. Provide Tier 1, Tier 2 and Tier 3 support for initial fault isolation, optimal resolution, root cause and cost/benefit analysis with detailed event documentation. Serve as the primary representative of the support team with medical staff, clinical leadership, technology vendors and other executives. Analyze customer need to provide 24/7/365 remote and hands-on technical support with a clinical sense of urgency for end users in hospitals, clinics and other healthcare settings. Solve complex technical issues that may encompass hardware, software, scripts, packages and networking in clinical, patient, business and home office environments. Use discretion and judgement when managing, updating, and troubleshooting systems, or escalating cases, to ensure clinical care can be provided at all times. Install, configure, maintain, repair and troubleshoot all applicable hardware, peripherals, third-party software applications and proprietary scripts in compliance with company SLAs and policies for security and HIPAA/protection of PHI. Take ownership of support cases and use critical thinking to resolve in a timely manner, coupled with excellent documentation. Respond in a prompt, courteous manner to all inquiries and requests, prioritizing issues that impact clinical efficiency and outcomes. Perform periodic onsite installation of hardware, software and upgrades and testing connectivity in clinical environments. Maintain professional and technical knowledge of OEM hardware and software product enhancements, modifications, updates, networking environments and security practices that may enhance or impede the ability to practice via telemedicine. Contribute to technology team initiatives and assist with other relevant projects as assigned.Requirements
EDUCATION
Required
Post-high school certifications or coursework in the IT or Computer Science field, OR Associate's Degree-- Information Technology, Computer Science or equivalentStrongly Preferred
BS degree in Information Technology, Computer Science or equivalentEXPERIENCE
Required
5 years of experience in information technology application or other IT support operations Previous experience managing or leading a team of support technicians in the medical device industry, healthcare technical support, enterprise networking, or similar. Proficiency in EnglishPreferred
Proven working experience in managing a high-volume call center/support Working knowledge of support software, databases and remote control Working knowledge of KPI a