Director, Technical Support

Company Description

At Intelerad, we believe the path to answers in healthcare should be clear-whether you are waiting for a diagnosis or trying to expedite one. Our medical imaging solutions streamline the flow of information, simplifying complex processes, maximizing efficiencies, and shining a light on the unknown. We empower physicians to get patients the answers they need faster and improve outcomes for everyone. With more accessible imaging, we are getting patients out of the dark.    

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across four countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report. 

Job Description

Purpose 

At Intelerad, we empower healthcare providers worldwide through innovative medical imaging solutions that improve patient outcomes and streamline clinical workflows. As our Director, Technical Support, you will lead a global, high-performing team dedicated to delivering an exceptional customer experience. 

This role is pivotal in ensuring our support function not only meets but consistently exceeds client expectations—aligning operational performance with strategic business outcomes. We are looking for someone that will bring a bold vision, a collaborative spirit, and a passion for continuous improvement to our Technical Support function, keeping in mind always that there is a patient at the end of everything we deliver. 

Responsibilities 

• Champion Operational Excellence: Track and manage key performance indicators (KPIs) related to team performance, client success, escalations, and SLAs to ensure service excellence. Set and drive departmental goals aligned with company-wide objectives. 

• Lead and Develop High-Impact Teams: Provide coaching, mentorship, continuous feedback and strategic guidance to regional support leaders. Empower teams with the resources, processes, and tools they need to thrive and deliver results. Support team members by providing feedback in real time, and conducting formal performance reviews as needed.  

• Drive Knowledge-Centered Support: Champion a culture of knowledge sharing and continuous learning. Guide the implementation of a global knowledge development and management strategy grounded in KCS (Knowledge-Centered Service) principles. 

• Be a Strategic Bridge Builder: Build strong cross-functional partnerships across technical and non-technical teams. Act as a subject matter expert and change agent who understands business objectives, identifies gaps, and proposes actionable solutions. 

• Communicate Vision with Clarity: Translate departmental strategy into tangible goals and communicate them effectively to executive leadership and stakeholders. Inspire teams with a clear sense of direction and purpose, keeping in mind always that there is a patient at the end of everything we deliver. 

• Innovate and Transform: Identify and implement process improvements that elevate efficiency, customer satisfaction, and scalability. Encourage a solutions-oriented mindset that challenges the status quo and embraces creativity. 

• Resource Optimization: Ensure that the Technical Support function is fully equipped—with the right talent, systems, and structure—to deliver timely and effective solutions that drive customer success. 

Qualifications

Employment Prerequisites 

• Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience) 

• 10+ years of experience in technical or service delivery roles (support, development, integration, etc.) in medical imaging or healthcare technology industry 

• 5+ years leading technical support or service delivery teams, ideally within a software/SaaS environment  

• Proven ability to lead change and build high-performing, globally distributed teams 

• Deep understanding of ITIL best practices and Knowledge-Centered Service (KCS) 

• Experience driving measurable improvements in CSAT, VOC, and related customer success programs 

• Strong analytical, project management, and organizational change management skills 

• Excellent communication skills in English, with a collaborative and customer-first approach