Manager, Solutions Support (Healthcare Technology)

Location: Remote, based in Parsippany-Troy Hills, NJ, USA. Occasional travel and work outside regular business hours may be required.

Company

hirify.global provides healthcare technology solutions supporting client operations and patient-related information under HIPAA requirements.

What you will do

• Lead, coach, and develop the Solutions Support team, including workload prioritization, performance management, training, and career development.
• Own daily support operations, managing incident and service-request intake, triage, prioritization, communication, resolution, and service-level commitments.
• Act as the escalation point for high-priority incidents and client concerns while coordinating executive visibility, cross-functional ownership, status updates, and documented resolution.
• Monitor client health, ticket trends, system performance, integrations, data flows, alerts, service metrics, and operational risks.
• Partner with Technology, Product, Engineering, Client Success, and Implementation teams to resolve complex issues and improve solution stability.
• Maintain support procedures, escalation paths, playbooks, knowledge articles, communication standards, dashboards, incident reviews, and corrective-action plans.

Requirements

• 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 of experience in software support, technical support, client services, healthcare technology, or a related field, including 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.
• Proficiency in Microsoft Office Suite.
• Strong interpersonal, written, and verbal communication skills, with the ability to communicate at all organizational levels.
• Strong problem-solving and creative skills, sound judgment, and the ability to make decisions based on accurate and timely analyses.
• High integrity, dependability, urgency, and results orientation.
• Ability to follow directions, collaborate with others, handle stress, use required electronic devices for multifactor authentication, and perform the stated physical duties.

Nice to have

• Experience in healthcare revenue-cycle technology or a regulated healthcare environment.

Culture & Benefits

• Remote work arrangement with occasional travel.
• After-hours or on-call team coverage may be required to meet business demand.
• Work is performed in a low-noise environment and includes collaboration across support, technology, product, engineering, client success, and implementation functions.
• Patient protected health information must be viewed, used, protected, and disclosed only as necessary and in accordance with HIPAA, information-security policies, and procedures.
• Employment follows applicable equal-opportunity and nondiscrimination requirements.