Practice Support Manager

Team Leadership & Mentorship: Manage a team of Support Analysts and Specialists, oversee their daily activities and promote their professional development. Monitor Key Performance Indicators (KPIs) for the team, offering regular feedback and coaching to ensure continuous improvement and accountability. Onboard, train, and mentor new and existing team members to cultivate a high-performing, cohesive, and collaborative team environment.

Technical Operations & Incident Management: Oversee Service Level Agreements (SLAs) for troubleshooting issues, ensuring alignment with daily operational practices and standards. Manage the complete life cycle of incident management, from initial alert through resolution and post-mortem analysis, guaranteeing timely remediation and transparent communication with all stakeholders, including practice teams. Utilize and refine monitoring tools such as Datadog and PagerDuty to proactively detect and mitigate potential issues before they impact our operations.

Interface & Application Support: Act as the escalation point for the support team, addressing complex technical issues that require in-depth knowledge of our applications, Tableau, and data interfaces. Resolve unprecedented issues, ensuring all findings and solutions are thoroughly documented for future reference. Supervise the team’s ticket queue to prevent backlogs and ensure all support requests are processed within the established SLAs.