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Job Description: Responsible for executing the technical support strategy and tactics that will improve the customer experience. The focus is to drive the business forward in creating stronger relationships with VIP customers, increasing customer satisfaction, creating operational efficiency, and creating a motivational environment that attracts the best of the best.
- Developing and achieving technical support strategic objectives and goals to support the organizational vision.
- Managing and directing of Technical Support team and Field Services team while leading the development of the vision and strategy for VIP customers.
- Ensuring targeted service and performance standards are achieved or exceeded.
- Executing tactical plans and initiatives that exceed customer expectations, resulting in increased customer satisfaction.
- Establishing and managing communication channels within and among departments--being the liaison to provide customer feedback to the Senior Management Team.
- Manage technical project specific to the VIP customers and Managed Services team.
- Work with Managed Services team members, decision makers, and stakeholders to define technical requirements and systems goals, and to identify and resolve the technical issues.
- Perform technical liaison role working with Managed Services, the VIP customers, and the offshore vendors.
- Analyze business processes and collaborate with the Managed Services, Application Support, Application Development, and Operations to identify opportunities to streamline processes, and measure the results of activities.
- Forecast and manage technology costs by providing input into annual budget planning. Conduct research on software and systems products to justify recommendations and to support purchasing efforts.
- Maintain thorough understanding and awareness of emerging trends in the industry and drive technological innovation.
- Performs personnel functions (e.g. interviewing, evaluating, supervising, staff development, etc.) for the purpose of maintaining adequate staffing, enhancing productivity of personnel and achieving objectives within budget.
Education Required:
- Bachelor's degree in computer science, software engineering or related field.
- Or, any combination of education and experience which would provide the required qualifications for the position.
Experience Required:
- 8+ years' experience in IS/IT role designing, implementing, and maintaining software solutions, systems, applications, and Revenue Cycle Management.
- 5+ years' experience in a management or supervisory role.
- Microsoft Windows servers and Directory Services; cloud computing; Microsoft 365 solution and architecture; Storage Area Networks; Virtualization; application delivery; backup and recovery; Microsoft Exchange server; system monitoring; data center infrastructure; and scripting languages.
Knowledge, Skills & Abilities:
- Knowledge of:Current protocols, internet standards, and best practices; data privacy practices and laws; hosting and cloud environment (AWS); infrastructure deployments and solution implementation; hands-on systems and network support; overseeing software systems, applications, and related products.
- Skill in:Advanced leadership; working as member of a team; communicating effectively with internal and external stakeholders; analysis and creative problem-solving; establishing and maintaining effective working relationships; project management.
- Ability to:Oversee and advise on research into systems issues and products; diagnose technical problems; work in a fast-paced environment; stay organized, prioritize workload, multi-task, and meet deadlines.
The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.
NextGen Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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NextGen Healthcare
Oct 07, 2025