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Manager, Technical Support Leads

Job ID R27857


Richmond, British Columbia, Nova Scotia, Newfoundland and Labrador Richmond, British Columbia, Canada; Richmond, British Columbia, Canada; VIRTUAL, Nova Scotia, Canada; VIRTUAL, Newfoundland and Labrador, Canada

Date posted 06/29/2022

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Manager, Technical Support Leads

Overview of Position

Responsible for the management and daily activities of the Customer Support Technical Support Lead (TSL) team and ensuring the TSL team can quickly and efficiently deliver on their responsibilities.In this role you will be part of a team that will help to establish and update business practices, initiatives, and drive for the excellence within the department.

What will be my duties and responsibilities in this job?

  • Responsible for the management activities of a senior team of Technical Support Leads (TSL)
  • Ensure that staff have the necessary training and knowledge to remain current with the latest technologies and application functions and infrastructure
  • Concisely explain software functionality and behavior in a consumable manner
  • Continuously review the performance of team members and provide coaching, guidance, and necessary resources to ensure their success
  • Work in a team to establish operational objectives and key results for the department
  • Assist in the recruitment of new team members
  • Provide regular feedback to the other members of the management team with respect to the customer concerns and/or feedback
  • Continually seek opportunities to increase customer satisfaction and improved customer relationships
  • Continually seek feedback from customers. Analyze recommendations/metrics and implementing improvements to work processes and quality management.  Track and report results on new initiatives
  • Seek and suggest competence and career development opportunities to current management
  • Establishes and maintains lines of communication with internal and across department peers (Product Management, Engineering, Services, Sales, etc.) on development design, reliability, implementation, and maintenance issues.  May be involved in customer installation and training programs

What are the requirements needed for this position?

  •  Degree in Computer Science/Engineering or comparable professional experience
  • 5+ years of Healthcare IT or related IT experience
  •  3+ years of supporting internal and external customers

What other skills/experience would be helpful to have?

  • Excellent organizational skills, flexible and has ability to handle and prioritize multiple tasks
  • Strong leadership capabilities and a results-oriented approach
  • Ability to work well in a fast-paced environment and under pressure
  • Successfully manage customer escalations through to completion and set necessary expectations
  • Proven experience and ability to plan, co-ordinate and motivate staff while monitoring the effective use of time and resources
  • Effectively communications to customer in both written and verbal forms, including the ability to convey difficult /sensitive information tactfully
  • Strong decision-making skills
  • Self-starter with exceptional commitment to providing superior proactive customer service
  • Strong ability to collaborate and work within a team
  • Ability to conduct training sessions, present presentations and interface and communicate with customers and colleagues in a clear and professional manner

How much should I expect to travel?

0 - 25% Travel

Employees in roles that require travel will need to be able to qualify for a company credit card or be able to use their own personal credit card for travel expenses and submit for reimbursement.

Role has rotational on-call responsibilities.

Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!

Some of our positions require employees to be onsite at a Change Healthcare facility or a Client site, including Medical Facilities.  Depending on the site’s health and safety guidelines, you may be required to have medical screenings or vaccinations to meet site requirements, which may include Covid-19 vaccination and/or testing.  Further details and requirements will be confirmed during the interview process.

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Talent Acquisition Process


Visit our career site, create a profile, and submit your application. Make sure to observe the job description and see how your background can align to the requirements of the role.


Once you apply for a job opening, the Sourcing Specialist or Talent Advisor will review your resume ensuring your background matches the minimum job requirements. Selected candidates will be invited for a phone screen.


Steps will vary by team, but typically include: Talent Advisor phone screen, hiring manager interview, and a combination of technical screens and panel interviews.


If you're selected, you can expect the Talent Advisor to reach out with specific offer details. During this stage you will be provided with an electronic offer letter and other new hire documents.


Once you've electronically signed your offer, our onboarding team will get you ready for Week 1 and set you up for success! Onboarding tasks may include a background check, drug screening, and other job specific requirements.


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