You will be ensuring high-quality service delivery, process optimization, and team resilience in a high-pressure, regulated environment. The position combines strategic oversight, team leadership, and hands-on guidance on complex escalations while fostering a supportive culture and driving continuous improvement.
You will have some of the following skills and experience;
* Proven experience in IT support management or solutions engineering leadership, preferably in healthcare, medical imaging, or regulated environments (5+ years, with 3+ in a leadership role).
* Technical Depth: Strong knowledge of networking, hardware, software troubleshooting, PACS, DICOM/HL7, and image routing solutions.
* Tool Proficiency: Experience with Microsoft SQL Server, Microsoft Server OS, Microsoft Azure-based installations, and support platforms like Zendesk for issue tracking and resolution.
* Leadership Skills: Demonstrated ability to lead teams in high-pressure environments, mentor engineers, conduct training, and drive operational/process improvements.
* Customer Resilience: High self-esteem and resilience to manage demanding client interactions while maintaining trust and delivering results.
* Core Competencies: Excellent problem-solving, organizational, interpersonal, communication, and motivational skills; ability to thrive under pressure while supporting team well-being.
* AI Familiarity: Knowledge of AI/ML tools or concepts (e.g., supporting AI-driven support agents or diagnostics)