Team Lead - System Support

At Intelerad, we believe the path to answers in healthcare should be clear-whether you are waiting for a diagnosis or trying to expedite one. Our medical imaging solutions streamline the flow of information, simplifying complex processes, maximizing efficiencies, and shining a light on the unknown. We empower physicians to get patients the answers they need faster and improve outcomes for everyone. With more accessible imaging, we are getting patients out of the dark.  

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across four countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report.

At Intelerad, we build solutions that empower healthcare providers to deliver life-changing patient care. As a System Support Team Leader, you will be at the heart of that mission—leading a team of support technicians to ensure our clients receive world-class assistance in a mission-critical healthcare environment. Reporting to the System Support Manager, you’ll play a key role in coaching, guiding, and motivating your team while maintaining high service standards, driving process improvements, and standing together with colleagues across the globe to “win the day.” 

Key Responsibilities 

Team Leadership 

• Lead, mentor, and support a team of System Support Technicians, fostering a collaborative, high-performance culture. 

• Act as the first escalation point for technical and customer-service issues within your team. 

• Conduct regular 1:1s, training and coaching sessions to support team growth and development. 

• Participate in an on-call rotation for after hours and weekend escalations as needed. 

Service Excellence 

• Ensure tickets are properly triaged, documented, and resolved in line with SLAs. 

• Monitor team workload and redistribute tasks as needed to maintain responsiveness and efficiency. 

• Review “unassigned” and “overdue” queues, ensuring timely follow-through. 

Process & Performance Management 

• Track and report on key metrics (backlog, time to resolve, CSAT, IVR abandoned rate) for your team. 

• Identify gaps in tools, training, or process, and recommend solutions to the Manager. 

• Collaborate with the Manager to roll out process improvements and best practices. 

Collaboration & Communication 

• Partner closely with the System Support Manager to align on team priorities and strategies. 

• Communicate effectively across teams, ensuring knowledge is shared and escalations are handled seamlessly. 

• Promote Intelerad’s values—driving innovation, accountability, and teamwork every day. 

Qualifications & Experience 

• Proven experience in a technical support or system administration role, ideally in a healthcare or SaaS environment. 

• Prior experience leading, mentoring, or supervising a team (formal or informal leadership). 

• Strong problem-solving, analytical, and organizational skills. 

• Excellent communication and interpersonal skills, with the ability to motivate and inspire others. 

• Familiarity with support ticketing systems and ITIL or similar service frameworks is an asset. 

The base pay for this position ranges from $58,000/yr USD to $77,500/yr USD. Pay may vary depending on job-related knowledge, skills, and experience. Intelerad is a total compensation company. Pay is dependent on the position offered.  Bonus and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, retirement, PTO, and/or other benefits. 

#LI-REMOTE 

All your information will be kept confidential according to EEO guidelines.

All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.

Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age , disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment. 

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (“ADA”)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines “disability” as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment