Manager, Technical Services

Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country. Ensemble keeps communities healthy by keeping hospitals healthy.

About the role

The Manager, Technical Services is responsible for leading the Technical Services support team and ensuring timely resolution of application support issues across EIQ products. This role serves as the primary escalation point for software-related concerns, drives operational excellence, and partners closely with Engineering, DevOps, and business stakeholders to identify, prioritize, and resolve technical issues. The ideal candidate is a hands-on leader who can effectively manage people, support workflows, and service delivery while maintaining a high level of customer satisfaction.

This individual will oversee application support operations, system access issues, software upgrades, bug remediation efforts, and service improvement initiatives. They will be responsible for identifying operational gaps, driving process improvements, and ensuring support issues are proactively managed through resolution. This position requires strong leadership, technical aptitude, exceptional communication skills, and the ability to confidently engage with technical teams, operational leaders, and executive stakeholders. The Manager, Technical Services will utilize SQL for troubleshooting, data analysis, and ad hoc reporting while leading a team focused on delivering high-quality support services.

Responsibilities

• Lead and develop Technical Services Analysts and Senior Analysts through coaching, mentorship, performance management, and career development.
• Serve as the primary escalation point for application support issues and critical incidents.
• Manage day-to-day support operations, ensuring timely review, triage, escalation, communication, and resolution of software-related issues.
• Oversee support activities related to:
  • Application support
  • System performance and stability issues
  • Software defects and bug remediation
  • User access and provisioning issues
  • Software upgrades and enhancements
• Partner closely with Engineering and DevOps teams to prioritize and resolve complex technical issues.
• Facilitate regular support and operational review meetings to track issue resolution, risks, trends, and service improvements.
• Identify operational gaps, process inefficiencies, and support risks, and implement sustainable solutions.
• Develop, maintain, and continuously improve support processes, documentation, and standard operating procedures.
• Build strong relationships with internal stakeholders and provide effective communication regarding issue status, risks, and resolutions.
• Utilize SQL for data analysis, troubleshooting, reporting, and operational decision-making.
• Support automation, optimization, and continuous improvement initiatives across Technical Services.
• Research, analyze, and resolve complex application and data-related issues.
• Support implementation activities and transition of new functionality into ongoing support operations.
• Create and deliver reports, metrics, and performance updates to leadership.

Requirements

• 5+ years of related experience in application support, technical operations, or software support environments.
• 3+ years minimum of people leadership experience managing technical support, service desk, or application support teams (official leadership role).
• Experience with ServiceNow or similar IT Service Management (ITSM) platforms.
• Strong SQL experience with the ability to create and troubleshoot queries for operational analysis and reporting.
• Experience partnering with Engineering and DevOps teams in a production support environment.
• Experience supporting enterprise software applications and managing escalated technical issues.
• Experience with Revenue Cycle Management (RCM) systems or healthcare technology environments preferred.
• Exposure to HL7 integrations, interface engines, or EHR platforms is a plus but not required.
• Proven ability to lead through ambiguity, drive accountability, and improve operational performance.
• Must be inquisitive and demonstrate openness to innovation including AI to explore better processes and ways to alleviate friction and improve patient and client experiences.

This is a remote position; however, candidates must be willing and able to travel to and work onsite at client, temporary, or corporate office locations as business needs require.

Pay

This position pays between $101,600 - $152,400 based on experience.

Benefits

• Associate Benefits – Comprehensive benefits package designed to support the physical, emotional, and financial health of you and your family, including healthcare, time off, retirement, and well-being programs.
• Culture – A place where associates can do their best work and be their best selves. Ensemble puts people first, last, and always. The culture is rooted in collaboration, growth, and innovation.
• Growth – Investment in professional development. Each associate will earn a professional certification relevant to their field and can obtain tuition reimbursement.
• Recognition – Quarterly and annual incentive programs for all employees who go beyond and keep raising the bar for themselves and the company.

About Ensemble

Five-time winner of “Best in KLAS” (2020-2022, 2024-2025), Black Book Research's Top Revenue Cycle Management Outsourcing Solution (2021-2024), 22 Healthcare Financial Management Association (HFMA) MAP Awards for High Performance in Revenue Cycle (2019-2024), Leader in Everest Group's RCM Operations PEAK Matrix Assessment (2024), Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards for strong performance (2020, 2022-2023), Energage Top Workplaces USA (2022-2024), Fortune Media Best Workplaces in Healthcare (2024), Monster Top Workplace for Remote Work (2024), Great Place to Work certified (2023-2024).

Ensemble’s purpose is built on three core principles: Customer Obsession, Embracing New Ideas, and Striving for Excellence.