Manager, Support Engineering
Job Location:
Kansas City, KS - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
U.S. citizenship required due to client contracts. Position must be performed on U.S. soil. Ability to obtain the appropriate government security clearance is required.
This role follows a hybrid schedule and may require in-office attendance based on business and operational needs.
Preferably based in the following location:
- Kansas City MO
Overview
As a Manager within Oracle Health Support you will lead a team of support professionals responsible for providing technical and application support to Oracle Health this role you will provide day-to-day leadership coaching and operational oversight to ensure the team delivers timely high-quality support and a positive client experience.
You will oversee the management and resolution of client support requests across phone ticketing and other electronic support channels providing guidance on complex or escalated technical and application-related issues. You will partner with team members and cross-functional stakeholders to prioritize work remove barriers to resolution manage client escalations and ensure appropriate communication throughout the support lifecycle.
You will be responsible for developing and supporting team members through regular coaching feedback performance management and career development while fostering a collaborative accountable and customer-focused team environment. You will monitor team performance workload service levels and support trends to identify opportunities to improve operational effectiveness support processes and the overall client experience.
Success in this role requires strong people leadership communication problem-solving and decision-making skills along with the ability to operate effectively in a fast-paced support environment. Knowledge of Oracle Health applications clinical and operational workflows and support methodologies will enable you to guide your team manage complex client situations and drive consistent delivery of high-quality support.
Responsibilities
In this role you will:
- Lead and manage a team of support professionals responsible for resolving client incidents service requests and technical and application-related issues.
- Provide day-to-day leadership coaching and direction to ensure consistent delivery of high-quality customer support across phone ticketing and other electronic communication channels.
- Oversee the investigation troubleshooting documentation and resolution of client issues ensuring appropriate prioritization and timely resolution.
- Manage complex and escalated client issues providing guidance to team members and coordinating with internal teams and customer stakeholders as needed.
- Monitor team workload support queues service levels and operational priorities to ensure effective resource allocation and achievement of support objectives.
- Guide team members in troubleshooting front-end application issues including workflow analysis application functionality validation and the effective use of troubleshooting tools and knowledge resources.
- Provide oversight and guidance for back-end troubleshooting activities ensuring technical actions are performed appropriately and in accordance with established processes and access requirements.
- Ensure support requests and client interactions are accurately and thoroughly documented throughout the support lifecycle.
- Identify trends recurring issues and opportunities to improve support processes operational efficiency and the overall client experience.
- Partner with internal technical engineering product and operational teams to drive resolution of complex issues and improve support outcomes.
- Establish clear expectations and hold team members accountable for performance quality responsiveness and customer service.
- Coach and develop team members through regular feedback performance discussions career development and ongoing learning opportunities.
- Foster a collaborative inclusive and customer-focused team environment that encourages knowledge sharing problem-solving and continuous improvement.
- Communicate team performance operational risks client concerns and emerging support trends to leadership and relevant stakeholders.
- Ensure team compliance with HIPAA PECA CHIA Oracle Health policies customer security requirements and applicable support procedures.
Qualifications
Minimum Qualifications
- Bachelors degree in Business Administration Healthcare Administration Health Information Technology or a related field.
- 6 years of professional experience in technical support customer service healthcare technology support engineering or a related field.
- 3 years of people leadership supervisory or team lead experience in technical support customer support or service environment.
- Experience leading teams in a call center service desk or other high-volume technical support environment.
- Demonstrated ability to manage escalations prioritize competing demands and drive complex issues through resolution.
- Strong understanding of technical troubleshooting and the ability to guide team members through application and technical support issues.
- Experience coaching and developing team members providing performance feedback and driving accountability for individual and team results.
- Strong customer service communication leadership problem-solving and decision-making skills.
- Ability to collaborate effectively with customers technical teams cross-functional partners and senior stakeholders.
Ability to analyze support trends and performance metrics to identify opportunities for operational and customer experience improvements.
Schedule Expectations
Candidates must be available to support one of the following Central Time (CT) schedules:
5-5-4 Schedule Options
Day Shift
- 7:00 AM 7:00 PM CT
Night Shift
- 7:00 PM 7:00 AM CT
MondayFriday Schedule Options
- 8:00 AM 5:00 PM CT
- 9:00 AM 6:00 PM CT
Qualifications
Disclaimer:
Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements such as immunization/occupational health mandates and/or drug testing requirements.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range in USD from: $79200 to $166100 per annum. May be eligible for bonus and equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge skills experience market conditions and locations as well as reflect Oracles differing products industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
1. Medical dental and vision insurance including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
Career Level - M2
Required Experience:
Manager
About Company
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