Application Support Manager – Healthcare

Overview

As Application Support Manager, you lead a team of Application Support Analysts to ensure high-quality, timely, and reliable healthcare software support. You own the operational performance of the support function, including incident management and continual service improvement, collaborating with Product, Development, and Customer Success. You act as the senior operational lead for Priority 1 and 2 incidents, driving service excellence and root-cause analyses. This role offers impact on millions of lives by shaping how healthcare technology is supported at scale.

Pay / Benefits

• professional development opportunities
• flexible employee benefits

Responsibilities

• Lead and develop a high-performing support team
• Drive service excellence across incidents, requests and escalations
• Act as the primary operational lead during major incidents
• Build strong relationships with customers and internal stakeholders
• Promote root cause analysis and problem management activities
• Monitor service performance, SLAs and customer satisfaction
• Identify opportunities to improve processes, efficiency and customer experience
• Support governance activities and regular operational reporting

Key requirements

• Leading an Application Support, Software Support or Technical Support team
• Managing major incidents, escalations and service recovery activities
• Working within an ITIL-aligned support environment
• Incident, Problem and Change Management expertise
• Service management platforms such as Jira, ServiceNow or similar
• Strong stakeholder management and communication skills
• Experience coaching and developing team members

• leadership and people management
• stakeholder engagement
• communication
• ITIL
• incident management
• change management

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