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Help Desk Manager
AssistIQ
Vancouver, CAN
Full-time
Mid-Senior
Onsite
Discovered 3 weeks ago
Technical support operationsIncident managementProblem managementService-level agreements and objectivesTicketing and service management platformsCRM platforms
Free
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Technical support operationsIncident managementProblem management
Role Overview
Lead support for AssistIQ customers across healthcare SaaS, iPad, web, and EHR-integrated solutions.
Manage technical support operations, customer satisfaction, system availability, service levels, and operational efficiency.
Work with west coast customers, with an expectation to work Pacific hours.
Key Skills for This Role
Technical support operationsIncident managementProblem managementService-level agreements and objectivesTicketing and service management platformsCRM platforms
Full Job Posting
Role overview
Lead support for AssistIQ customers across healthcare SaaS, iPad, web, and EHR-integrated solutions.
Manage technical support operations, customer satisfaction, system availability, service levels, and operational efficiency.
Work with west coast customers, with an expectation to work Pacific hours.
Support operations
- Manage daily support operations for US and Canadian customers.
- Ensure support requests are logged, prioritized, assigned, tracked, and resolved.
- Monitor ticket volumes, response times, resolution times, escalations, SLAs, and communications.
- Provide business, after-hours, and weekend coverage through on-call rotations.
Incident management
- Develop escalation procedures for critical and high-priority incidents.
- Serve as an escalation point for complex or high-impact support issues.
- Coordinate major incident responses and communications with relevant stakeholders.
Team and process leadership
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