Job Summary:

Saisystems Digital is seeking an experienced Support Manager to lead and oversee our EHR and client Support Specialists team in Shelton, CT. This role is responsible for ensuring high-quality technical support, optimizing team performance, and maintaining exceptional client satisfaction across our healthcare technology solutions.

Key Responsibilities:

• Manage and mentor a team of Support Specialists, providing guidance, coaching, and performance management
• Oversee daily support operations, ensuring timely resolution of client issues and adherence to SLAs
• Act as an escalation point for complex technical and client-related concerns
• Genetic AI experience and using/managing Zendesk
• Collaborate with cross-functional teams (engineering, implementation, product) to resolve system issues and improve workflows
• Monitor support metrics and implement process improvements to enhance efficiency and service quality
• Ensure team members maintain strong knowledge of EHR systems, updates, and healthcare compliance requirements
• Implementing a new Support system and adding agentic AI to provide 24/7 support to clients
• Assist in hiring, onboarding, and training new support staff

Required Qualifications:

• Bachelor’s degree or equivalent experience in healthcare IT, information systems, or related field
• 5+ years of experience in technical support, preferably within healthcare or EHR environments
• 2+ years of experience in a leadership or supervisory role
• Strong understanding of EHR systems and healthcare provider workflows
• Excellent problem-solving, communication, and organizational skills
• Ability to manage multiple priorities in a fast-paced environment

Preferred Qualifications:

• Experience with long term care EHR platforms
• Knowledge of HIPAA and healthcare data privacy regulations
• Background in client-facing support roles within healthcare technology