Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. This position is responsible for managing the customer support team for Enterprise Imaging customers of Optum. The qualified candidate will have knowledge and experience with healthcare workflow and customer support operations. Responsible for all customer support activities and the ultimate customer satisfaction results of the assigned team. Youll enjoy the flexibility to work remotely from anywhere within Canada (expect for the Saskatchewan province) as you take on some tough challenges. Primary Responsibilities: Staff Management Responsible for supervising the technical support provided to customers for the Enterprise Imaging product suite Conduct real:time and retrospective monitoring of support analysts/team members to monitor productivity, metrics, and accuracy to guarantee that our customers receive excellent service Managing support teams who diagnose, troubleshoot and debug highly technical software Ensures team members are current with the latest technology within Healthcare IT Develop a consistent knowledge culture and delivery program to ensure staff and customers have access to relevant information Establishes operational objectives and responsibilities, assigns resources, and delegates responsibilities Staff performance management and objectives. Develop and implement innovative strategies for employee recognition, team building, professional growth, and development Provide necessary organizational information to team that helps facilitate understanding of the business units vision and mission Customer Support Develop Best Practices, including strategy, definition, roll:out planning, implementation, certification and results tracking Consistent, dynamic communications with customers to drive intimacy, customer productivity, customer success and alignment with Optums core values Provide regular feedback to the other management team members with respect to customer concerns and/or feedback Continually seek opportunities to increase customer satisfaction and improve customer relationships Continually seek feedback from customers. Analyze recommendations/metrics and implement improvements to work processes and quality management. Track and report results on new initiatives Traveling, on occasion, to customer sites to attend customer meetings and part of the on:call manager after:hours pager rotation Act as the first line of help for escalation management. Monitor escalated issues to ensure the proper urgency, progress, and communication occur internally and externally. Escalates to senior management in accordance with defined escalation procedures Establishes and maintains lines of communication with internal and across:department peers (product engineering and design, product deployment, upgrades, sales, etc.) on development, design, reliability, implementation, and maintenance issues. May be involved in customer installation and training programs Youll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. Required Qualifications: Degree in the sciences, or comparable professional, or previous Healthcare IT experience 2+ years of experience within a progressive management and/or lead technical role 2+ years of IT Management experience