Senior Technical Support Manager

This role looks like…

The Senior Technical Support Manager is a senior operational leader responsible for the performance, structure, and continuous improvement of Fusion Health's technical support function — spanning both EHR and Pharmacy support teams. This individual owns the strategy and execution of day-to-day support operations, drives scalability as our customer base grows, and serves as the primary support leadership presence across the organization.

• Lead and develop a multi-team support organization, including team leads and managers across EHR and Pharmacy support, with accountability for coaching, performance, and career development at all levels.
• Own SLA strategy and performance across all support tiers, ensuring tickets are triaged, escalated, and resolved appropriately, with a focus on MTTR reduction and continuous queue health improvement.
• Define and operationalize support processes, workflows, and standards that scale with a growing customer base and evolving product portfolio.
• Drive operational efficiency across the support function, identifying bottlenecks, eliminating redundancies, and building repeatable systems that reduce dependency on individual knowledge.
• Monitor and manage team capacity across support, implementation, configuration, and project work; proactively identify staffing risks and lead headcount planning efforts.
• Serve as the senior escalation point for complex technical, workflow, integration, or infrastructure issues; partner with Engineering, Product, and Operations leadership to drive root cause resolution.
• Develop and maintain cross-training plans, knowledge base documentation, and internal resources to reduce single points of failure and improve operational flexibility.
• Lead support participation in implementation and go-live activities, ensuring service continuity and customer readiness during active deployments, upgrades, and transitions.
• Own the support operations roadmap, contributing to leadership discussions on strategy, metrics, SLA performance, tooling, and organizational design.
• Build and maintain relationships with cross-functional partners including Engineering, Product, and Customer Success to align support operations with broader organizational goals.
• Travel to customer sites, including correctional facilities, may be required to support onsite implementations, go-lives, and onboarding activities.\

You could be a great fit if…

We believe in harnessing diverse talents and perspectives, and if you believe you have what it takes to excel in this role, we want to hear from you. We look forward to reviewing your application if you have the following qualifications and experience:

• Bachelor's degree or equivalent experience in Computer Science, Information Systems, Healthcare Technology, or a related field.
• 7+ years of experience in technical support, application support, healthcare IT, or a related operational environment.
• 3+ years of direct people management experience, including managing team leads or managers, required.
• Demonstrated ability to build and scale support operations, including process design, workflow operationalization, and organizational development.
• Strong command of support operations: ticketing systems, SLA management, triage workflows, escalation management, and capacity planning.
• Strong critical thinking and innovative problem-solving skills, with a natural tendency to find smarter, more efficient ways to get things done, including leveraging emerging tools and technologies such as AI.
• Proven ability to balance strategic leadership with hands-on operational execution in a fast-paced environment.
• Strong analytical and problem-solving skills, including the ability to manage complex, high-impact issues and drive cross-functional resolution.
• Excellent verbal and written communication skills, including the ability to translate technical concepts for non-technical stakeholders and customers.
• Experience with healthcare applications, EHR systems, pharmacy systems, or integrated software platforms preferred.
• Familiarity with SQL, reporting tools, or integrations preferred.
• Experience with Jira Service Management or similar support platforms preferred.
• Relevant certifications (ITIL, HDI, CompTIA, Microsoft, etc.) are a plus but not required.

Additional Details:

• This is a hybrid, full-time, salaried position based out of Topeka, Kansas or Woodbridge, NJ. Our normal hours of operation are Monday through Friday, 8:00 AM to 4:00 PM.
• Some travel will be required.
• This position description is not intended to be exhaustive, and other duties may be assigned as they arise.
• It is not expected that applicants have any familiarity with Fusion’s proprietary applications, Healthcare software, or Corrections/Public Health business processes. Qualified candidates will be able to demonstrate related experience and transferable skills that will work well with the Fusion team.
• Fusion is an equal employment opportunity employers
  
  

Compensation

• Salary Range: $120,000 – $150,000.
• At Fusion, our salary ranges are designed to be competitive within our size and industry. Compensation is just one component of a comprehensive total rewards package that also includes benefits, flexibility, and growth opportunities.
• Individual pay decisions are informed by several factors, including location, experience, qualifications, skillset, and internal equity across the organization. While we expect most offers to fall within the stated range, each compensation decision is made thoughtfully, with consideration for both the candidate’s unique profile and our commitment to pay parity.