Manager, Solutions Support

Job Purpose

The Manager, Solutions Support leads the team responsible for delivering responsive, reliable, and proactive support to assigned clients. The Manager, Solutions Support owns the client support relationship, oversees support-ticket intake through resolution, monitors client health and system performance, manages escalations and service-level commitments, and partners across our Operations, Product, Engineering, and Implementation teams to improve solution stability and the overall client experience.

Duties & Responsibilities

• Lead, coach, and develop the Solutions Support team, including workload prioritization, performance management, training, and career development

• Own daily support operations and ensure client incidents, service requests, and technical issues are documented, triaged, prioritized, communicated, and resolved within established service levels

• Manage a team to serve as the primary contact for our customers through support, building trust through proactive communication, regular service reviews, clear expectations, and coordinated follow-through

• Act as the escalation point for high-priority incidents and client concerns, ensuring appropriate urgency, executive visibility, cross-functional coordination, accurate status updates, and documented resolution

• Maintain an overall view of client health by evaluating ticket trends, recurring issues, service-level performance, system stability, client sentiment, and open risks

• Monitor system performance, integrations, data flows, alerts, and operational indicators; coordinate investigation and remediation when performance or availability concerns arise

• Track and report support metrics, including ticket volume, backlog, aging, response and resolution times, SLA attainment, reopen rates, recurring defects, and client health indicators

• Partner with Technology, Product, Engineering, Client Success, Implementation, and other stakeholders to resolve complex issues and ensure clear ownership across the support lifecycle

• Develop, maintain, and enforce support procedures, escalation paths, playbooks, knowledge articles, client communication standards, and operational dashboards

• Support incident reviews and corrective-action planning, ensuring lessons learned are translated into sustainable preventive controls

• Plan team coverage and capacity to meet business demand, including after-hours or on-call support when required

• Other duties as assigned

• Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards

• Understand and comply with Information Security and HIPAA policies and procedures at all times

• Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties

Qualifications

• Bachelor’s degree in healthcare administration, computer science, information technology, or a related field; an equivalent combination of education and relevant experience may be considered

• 5+ years’ experience in software support, technical support, client services, healthcare technology, or a related field, including 2+ years of direct people-leadership experience

• Demonstrated experience managing support-ticket operations, client escalations, service levels, operational metrics, and cross-functional issue resolution

• Working knowledge of application support, system monitoring, incident management, root-cause analysis, and ticketing or service-management platforms

• Experience in healthcare revenue-cycle technology or a regulated healthcare environment is preferred

• Proficiency in Microsoft Office Suite

• Strong interpersonal skills, ability to communicate well at all levels of the organization

• Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses

• High level of integrity and dependability with a strong sense of urgency and results oriented

• Excellent written and verbal communication skills required

Working Conditions

• Occasional travel may be required

• Ability to work outside of regular business hours required

• Must possess a smart-phone or electronic device capable of downloading applications, for multifactor authentication and security purposes

• Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear

• Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress

• Work Environment: The noise level in the work environment is usually minimal

Med-Metrix will not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, veteran status, other non-merit based factors, or any other characteristic protected by federal, state or local law.