Director Technical Support Engineering
McKesson’s Corporate, Atlanta, GA, United States
Partner with commercial teams to resolve high-impact customer escalations and improve customer experience Lead and build a high performing team of managers, SMEs, and Tier 3 analysts with deep knowledge of EnterpriseRX supported platformsBachelor’s degree in Computer Science, Information Systems, or related field preferred.
Master’s degree a plus**Critical Skills**12+ years of progressive experience in IT operations, technical support, or service delivery, ideally supporting commercial or customer-facing platforms.
4+ years of management experience leading managers, technical teams, or senior-level support specialists.
Strong analytical skills with experience designing KPIs, dashboards, and operational review cycles.
Proven ability to partner with Product and Engineering on roadmap alignment, defect management, and stability initiatives.
Strong executive presence with the ability to communicate clearly to technical and business leadership. ITIL-aligned service management knowledge across incident, problem, change, and knowledge management. Ability to interpret logs, API behaviors, integrations, and platform telemetry.
SQL proficiency or familiarity, with the ability to guide and validate technical investigations. Experience with Salesforce Service Cloud, Jira, Confluence, and monitoring/alerting tools.
**Additional Knowledge & Skills**Communication skills: develops rapport and credibility across the organization, promotes ideas and proposals persuasively skills to Consultative selling/negotiation skills with the proven ability to build lasting customer relationships with a focus on facilitating trust and open communication.Must be a team player and have a demonstrated history of leadership within a team environment. Experience in the retail/distribution, healthcare delivery, pharmacy, benefits or insurance industry helpful and preferred.Candidates must be authorized to work in USA. Sponsorship is not available for this role.**Work Conditions**Office HybridMust maintain a regular presence in Las Colinas, TX HQThis role offers location flexibility and is open to candidates across the United States.**Candidates based in the Dallas–Fort Worth (DFW) area** will be hired in a **hybrid capacity** and are expected to work onsite at our Las Colinas office a minimum of two (2) days per week, with the remaining days worked remotely. Specific in‐office days may be designated based on team needs and business priorities. #J-18808-Ljbffr
Master’s degree a plus**Critical Skills**12+ years of progressive experience in IT operations, technical support, or service delivery, ideally supporting commercial or customer-facing platforms.
4+ years of management experience leading managers, technical teams, or senior-level support specialists.
Strong analytical skills with experience designing KPIs, dashboards, and operational review cycles.
Proven ability to partner with Product and Engineering on roadmap alignment, defect management, and stability initiatives.
Strong executive presence with the ability to communicate clearly to technical and business leadership. ITIL-aligned service management knowledge across incident, problem, change, and knowledge management. Ability to interpret logs, API behaviors, integrations, and platform telemetry.
SQL proficiency or familiarity, with the ability to guide and validate technical investigations. Experience with Salesforce Service Cloud, Jira, Confluence, and monitoring/alerting tools.
**Additional Knowledge & Skills**Communication skills: develops rapport and credibility across the organization, promotes ideas and proposals persuasively skills to Consultative selling/negotiation skills with the proven ability to build lasting customer relationships with a focus on facilitating trust and open communication.Must be a team player and have a demonstrated history of leadership within a team environment. Experience in the retail/distribution, healthcare delivery, pharmacy, benefits or insurance industry helpful and preferred.Candidates must be authorized to work in USA. Sponsorship is not available for this role.**Work Conditions**Office HybridMust maintain a regular presence in Las Colinas, TX HQThis role offers location flexibility and is open to candidates across the United States.**Candidates based in the Dallas–Fort Worth (DFW) area** will be hired in a **hybrid capacity** and are expected to work onsite at our Las Colinas office a minimum of two (2) days per week, with the remaining days worked remotely. Specific in‐office days may be designated based on team needs and business priorities. #J-18808-Ljbffr