Manager, Solutions Support

Med-Metrix

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

Posted 11/2/2026full-timeRemote • New Jersey • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing support operations, leading teams, and ensuring client satisfaction through effective communication and problem-solving. Proficient in incident management, operational metrics, and compliance with HIPAA standards.

Highest-signal resume keywords

Team LeadershipIncident ManagementClient ServicesOperational MetricsHealthcare Technology

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Software SupportTechnical SupportApplication SupportSystem MonitoringRoot-Cause AnalysisTicketing PlatformsService ManagementPerformance ManagementData AnalysisSLA Attainment

Soft Skills

Interpersonal SkillsProblem SolvingDecision MakingCommunication SkillsCollaboration

Tools & Technologies

Microsoft Office SuiteService Management Platforms

Industry Keywords

Healthcare AdministrationHealthcare TechnologyHIPAA ComplianceRevenue-Cycle TechnologyClient Escalations

About the role

Key responsibilities & impact

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 the team as the primary customer contact 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 urgency, executive visibility, cross-functional coordination, accurate status updates, and documented resolution
Evaluate ticket trends, recurring issues, service-level performance, system stability, client sentiment, and open risks to maintain an overall view of client health
Monitor system performance, integrations, data flows, alerts, and operational indicators; coordinate investigation and remediation for performance or availability concerns
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
Develop, maintain, and enforce support procedures, escalation paths, playbooks, knowledge articles, client communication standards, and operational dashboards
Support incident reviews and corrective-action planning, translating lessons learned into preventive controls
Plan team coverage and capacity, including after-hours or on-call support when required
Use, protect, and disclose patients’ protected health information only in accordance with HIPAA standards
Comply with Information Security and HIPAA policies and procedures
Limit viewing of PHI to the minimum necessary for assigned duties
Perform other duties as assigned

Requirements

What you’ll need

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
2+ years of direct people-leadership experience
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 and ability to communicate well at all levels of the organization
Strong problem solving and creative skills, with 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 orientation
Excellent written and verbal communication skills required
Ability to work outside of regular business hours required
Must possess a smartphone or electronic device capable of downloading applications for multifactor authentication and security purposes
Ability to follow directions, collaborate with others, and handle stress

Benefits

Comp & perks

Occasional travel may be required
Ability to work outside of regular business hours
Smart-phone or electronic device capable of downloading applications provided/required for multifactor authentication and security purposes