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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.

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