EHR Support Manager

Job Summary:
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.

Key Responsibilities:

· 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

Required Qualifications:

· 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