> Markdown version of [/jobs/ext/524168-client-technical-support-lead-information-technology-full-time-days](https://www.wearedevelopers.com/jobs/ext/524168-client-technical-support-lead-information-technology-full-time-days). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Client Technical Support Lead, Information Technology, Full-Time, Days

- **Company:** MarinHealth Medical Center
- **Location:** San Rafael, CA, United States
- **Experience:** Expert
- **Salary:** $92,955.0 - $139,422.0
- **Contract:** Permanent contract
- **Skills:** Software Documentation, Information Technology Operations, Knowledge Management, Enterprise Software Applications, Reliability of Systems, Electronic Medical Records, HR Software, Information Technology, Workday
- **Published:** June 4, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=68d9d097d398758e

## About the Role

Do you have experience in Vendor relationship building?, Do you have a Bachelor's degree?, * 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)

Preferred Qualifications

 * Technical certifications preferred (such as Microsoft Certifications, CISSP, etc.)
 * Experience supporting clinical systems or electronic health records (EHR)
 * ITIL certification or equivalent training
 * Experience with enterprise platforms such as Workday, ERP, or HRIS systems
 * Prior experience in a healthcare system or similarly regulated industry

Leadership & Competencies

 * Demonstrates effective cross-functional collaboration with clinical, operational, and technical stakeholders
 * Applies data-driven decision-making to improve service delivery and team performance
 * Leads with accountability, transparency, and a commitment to continuous improvement
 * Communicates effectively with both technical and non-technical audiences, MarinHealth seeks candidates ready to model our C.A.R.E.S. standards-Communication, Accountability, Respect, Excellence, Safety-which foster a healing, trust-based environment for patients and colleagues.

## Description

The Client Technical Support Lead provides leadership and oversight of technical support operations across MarinHealth, ensuring timely and effective resolution of system and end-user issues that directly support clinical care, operational continuity, and workforce productivity. This role leads a team of technical support professionals, drives service excellence through defined performance metrics, and partners cross-functionally to optimize workflows, enhance user experience, and maintain system reliability in a complex healthcare environment., * Lead daily technical support operations, ensuring timely triage, prioritization, and resolution of incidents in alignment with established service level agreements (SLAs)

 * Supervise, coach, and develop a team of technical support staff, establishing clear performance expectations and supporting ongoing professional growth
 * Oversee escalation management for complex or high-impact issues, coordinating cross-functional resolution efforts to minimize disruption to clinical and operational workflows
 * Monitor and analyze team performance metrics (e.g., ticket volume, resolution time, SLA compliance, customer satisfaction), implementing continuous improvement strategies
 * Partner with IT, clinical, and operational leaders to identify system issues, workflow gaps, and opportunities for process improvement
 * Ensure adherence to organizational policies, regulatory requirements, and data security standards in all support activities
 * Drive standardization of support processes, documentation, and knowledge management practices to improve efficiency and consistency
 * Support system implementations, upgrades, and optimization efforts, including coordination of testing, training, and end-user readiness
 * Manage relationships with vendors and external support partners to ensure service quality, responsiveness, and cost-effective outcomes
 * Contribute to workforce planning, including staffing models, scheduling, and resource allocation to meet service demands

Performance Expectations
Achieve and maintain

 * 95% compliance with defined service level agreements (SLAs) for incident response and resolution
 * Demonstrate measurable improvement in ticket resolution times and reduction in repeat incidents
 * Maintain customer satisfaction scores at or above established organizational benchmarks
 * Ensure consistent adherence to documentation standards and knowledge base utilization
 * Effectively develop and retain team members, as evidenced by performance outcomes and engagement


## Related Videos

- [Reading the Room: The Missing Competency in Tech Leadership](https://www.wearedevelopers.com/videos/2034-reading-the-room-the-missing-competency-in-tech-leadership)
- [What if your HR software adapted to you, not the other way around?](https://www.wearedevelopers.com/videos/100259-what-if-your-hr-software-adapted-to-you-not-the-other-way-around)
- [Destigmatizing the Workplace: Building Real Inclusion](https://www.wearedevelopers.com/videos/1492-destigmatizing-the-workplace-building-real-inclusion)
- [Same Tower, New Confusion: The Tower of Babel 2.0](https://www.wearedevelopers.com/videos/100101-same-tower-new-confusion-the-tower-of-babel-2-0)
- [Employee Happiness: The Underrated Growth Engine](https://www.wearedevelopers.com/videos/1310-employee-happiness-the-underrated-growth-engine)
- [Cracking the Code to Tech Team Satisfaction](https://www.wearedevelopers.com/videos/1504-cracking-the-code-to-tech-team-satisfaction)

## Related Articles

- [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager)
- [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer)
- [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers)
- [Should Tech Managers Be Developers First? Pros and Cons](https://www.wearedevelopers.com/magazine/327-should-tech-managers-be-developers-first-pros-and-cons)
- [Does The Tech Industry Have The Best Work-life Balance?](https://www.wearedevelopers.com/magazine/427-does-the-tech-industry-have-the-best-work-life-balance)
- [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)