Client Technical Support Lead, Information Technology, Full-Time, Days
$92,955–$139,422 year
On-site · San Rafael, California, United States
Job Summary
Leads daily technical support operations across MarinHealth, supervising a team of technical support staff to ensure timely triage, prioritization, and resolution of incidents aligned with SLAs; partners with clinical and operational leaders to optimize workflows, improve user experience, and maintain system reliability in a regulated healthcare setting; drives standardization of processes, knowledge management, and vendor relationships while focusing on measurable improvements in ticket resolution, customer satisfaction, and compliance.
Required Qualifications
- Bachelor’s degree in Information Technology, Healthcare Administration, or a related field, or equivalent combination of education and experience
- Minimum of 5 years of experience in technical support, service desk, or IT operations within a complex environment
- Minimum of 2 years of leadership or supervisory experience
- Demonstrated experience managing incident resolution, escalation processes, and service delivery metrics
- Experience supporting enterprise systems in a regulated environment (healthcare strongly preferred)
- Strong understanding of service management frameworks (e.g., ITIL or equivalent)
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