EHR Support Manager

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., * 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

• 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