Support Manager – EHR Systems
Shelton, CT (On-Site)
Healthcare Technology | Leadership Role
Lead the Front Line of Healthcare Technology Support
A growing healthcare technology organization is looking for a hands-on Support Manager to lead its EHR support team onsite in Shelton, CT.
This is not a ticket-queue manager role.
You’ll own the performance, process, and evolution of a client-facing support function—driving faster resolutions, stronger client satisfaction, and smarter use of AI-enabled support tools.
What You’ll Own:
- Lead, coach, and develop a team of EHR Support Specialists.
- Oversee daily support operations, ensuring SLA performance and issue resolution.
- Act as the escalation point for complex technical and client issues.
- Drive support metrics (response time, resolution time, CSAT) and continuous improvement.
- Partner with Product, Engineering, and Implementation teams to solve root issues.
- Implement and optimize support tools (including Zendesk and AI-driven workflows).
- Help build a next-gen support model including 24/7 capabilities and agentic AI.
- Support hiring, onboarding, and training of new team members.
What You Bring:
- 5+ years in technical support (healthcare or EHR strongly preferred).
- 2+ years leading or mentoring support teams.
- Strong understanding of EHR systems and clinical workflows.
- Experience with ticketing platforms (Zendesk or similar).
- Proven ability to manage priorities in a fast-paced environment.
- Strong communication, problem-solving, and client-facing skills.
What Sets You Apart:
- Experience with long-term care or post-acute EHR platforms.
- Knowledge of HIPAA and healthcare data privacy.
- Exposure to AI-driven support tools or automation initiatives.
- A mindset of building and improving systems—not just maintaining them.
Why This Role:
- High visibility with leadership.
- Opportunity to modernize support with AI and automation.
- Work onsite with a collaborative, execution-focused team.
- Be part of a company scaling its healthcare technology footprint.