Technical Support Manager

QCSS Health

. Lead and manage day-to-day support desk operations across client health plans .

Posted 9/17/2026full-timeRemote • Massachusetts • United StatesMid-LevelSenior💰 $90,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer support operations, including SLA compliance, service quality, and performance metrics. Proficient in utilizing Jira Service Management for optimizing support processes and enhancing operational efficiency.

Highest-signal resume keywords

SaaS Customer SupportJira Service ManagementService Delivery MetricsTeam LeadershipProcess Automation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Support Desk OperationsTroubleshootingOperational MetricsDashboard DevelopmentKPI AnalysisCustomer Support ProcessesWorkflow Optimization

Soft Skills

Problem-SolvingOrganizational SkillsAnalytical SkillsVerbal CommunicationWritten Communication

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

Customer Success OperationsService Desk ManagementFederal Healthcare ProgramsState Medicaid Programs

About the role

Key responsibilities & impact

Lead and manage day-to-day support desk operations across client health plans
Own response times, resolution times, SLA compliance, and overall service quality
Serve as the escalation point for customer issues and critical incidents
Investigate, troubleshoot, and resolve complex customer and application issues
Monitor support workload, ticket trends, and operational metrics
Administer and optimize Jira Service Management
Develop dashboards, reports, and KPIs to analyze support performance
Partner with Product, Engineering, Customer Success, and Implementation teams
Build and maintain support SOPs, internal documentation, and customer-facing Knowledge Center content
Lead process automation, workflow optimization, and operational efficiency initiatives

Requirements

What you’ll need

Bachelor's degree or equivalent combination of education and experience
5+ years of experience in SaaS customer support, technical support, customer success operations, or service desk management
2+ years of experience leading or managing customer support teams
Strong experience working with Jira Service Management or similar help desk platforms
Proven ability to manage support operations and service delivery metrics
Experience building and improving customer support processes
Strong problem-solving, organizational, and analytical skills
Exceptional verbal, written, and presentation communication skills
Candidates must undergo a pre-employment background check
Employees are subject to annual screening against Federal Healthcare Programs and State Medicaid Programs exclusion lists

Benefits

Comp & perks

Remote work arrangement
Travel required less than 10% of the time to attend periodic in-person company meetings
Equal Opportunity Employer supporting diversity in the workforce