Director Technical Support Engineering Job at McKesson in Irving
McKesson, Irving, TX, United States
McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well‑being of you and those we serve – we care.
What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.
Position Summary The Director Technical Support Engineering leads the EnterpriseRX level 3 technical support organization. This group handles the most complex technical issues across EnterpriseRX, integrated solutions, and customer environments, driving deep technical troubleshooting, systemic issue resolution, and advanced incident and problem management. This leader sets the strategic and operational direction for level 3 support, ensuring the EnterpriseRX customers and our Account Exec teams receive exceptional service and responsive support. The Director focuses on operational maturity, platform reliability, root‑cause elimination, and optimization of cross‑functional workflows with Product, Engineering, Infrastructure, Data, Security, and Commercial teams.
Key Responsibilities Strategy
Define and execute the Tier 3 support strategy for EnterpriseRX, ensuring alignment with business, product, and technical roadmaps
Lead advanced support processes including complex case resolution, major incident management, and problem management
Establish governance frameworks and standardized ITIL‑aligned operational practices
Build scalable operational plans to support evolving products and commercial growth
Advanced Technical Support & Problem Resolution
Oversee resolution of the most complex EnterpriseRX platform and application issues
Own the escalation path into Engineering, Product, and Infrastructure teams
Drive structured Root‑Cause Analysis (RCA) and long‑term problem prevention
Collaborate with EnterpriseRX Product & Engineering on defect trends, systemic issues, and automation opportunities
Serve as the primary operational liaison for EnterpriseRX across Engineering, Infrastructure, Data, Security, Customer Support, SAMs, and Commercial stakeholders
Lead major incident response, triage, and executive communication for EnterpriseRX impacting events
Partner with commercial teams to resolve high‑impact customer escalations and improve customer experience
Team Leadership & Development
Lead and build a high performing team of managers, SMEs, and Tier 3 analysts with deep knowledge of EnterpriseRX supported platforms
Develop competency models, technical training pathways, and succession planning for critical roles
Build a culture of excellence, accountability, innovation, and customer focus
Mentor and develop talent across the level 3 support organization
Lead and manage 3rd‑party resources via SOW outcomes, metrics, and SLAs
Governance & Budget
Own escalation protocols, documentation standards, and regulatory compliance for EnterpriseRX operations
Manage the Tier 3 operations budget, vendor strategies, and tooling investments
Ensure alignment with healthcare compliance standards including HIPAA and PCI
Performance Management and Metrics
Own Tier 3 KPIs including SLA attainment, backlog health, incident reduction, and defect resolution cycles
Lead operational business reviews with CSI and executive partners
Develop dashboards and analytics that articulate platform and support trends
Oversee advanced capacity planning and forecasting for high‑skill technical teams
Minimum Requirement Degree or equivalent experience. Typically requires 12+ years of professional experience and 4+ years of management experience.
Education Bachelor’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
Demonstrated success leading high‑severity incidents, RCA, and cross‑functional technical resolution
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
Expertise in Tier 3 technical support methodologies, troubleshooting patterns, and platform architecture fundamentals
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
Strong process optimization and continuous improvement mindset
Communication skills: develops rapport and credibility across the organization, promotes ideas and proposals persuasively
Business/Financial Acumen
Analysis/Problem Solving /Negotiation
Self‑motivated and demonstrates personal commitment and drive to meet or exceed objectives
Strong organization skills to execute on job expectations and priorities
Consultative selling/negotiation skills with the proven ability to build lasting customer relationships with a focus on facilitating trust and open communication
Influential communicator with focus on active listening and customizing messages appropriately for differing audiences
Must be able to identify individual customers’ needs and provide solutions based on those needs
Must be a team player and have a demonstrated history of leadership within a team environment
Flexibility and willingness to adapt to successfully navigate a complex ever‑changing work 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 Hybrid – Must maintain a regular presence in Las Colinas, TX HQ. This 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.
Our Base Pay Range for this position $124,400 – $207,400
McKesson has become aware of online recruiting‑related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind: McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application. McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting‑related communications with candidates. McKesson job postings are posted on our career site: careers.mckesson.com.
Equal Opportunity Employer McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page. McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to Disability_Accommodation@McKesson.com in the United States or Accessibility@mckesson.ca in Canada. Resumes or CVs submitted to these email boxes will not be accepted.
Join us at McKesson!
#J-18808-Ljbffr
What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.
Position Summary The Director Technical Support Engineering leads the EnterpriseRX level 3 technical support organization. This group handles the most complex technical issues across EnterpriseRX, integrated solutions, and customer environments, driving deep technical troubleshooting, systemic issue resolution, and advanced incident and problem management. This leader sets the strategic and operational direction for level 3 support, ensuring the EnterpriseRX customers and our Account Exec teams receive exceptional service and responsive support. The Director focuses on operational maturity, platform reliability, root‑cause elimination, and optimization of cross‑functional workflows with Product, Engineering, Infrastructure, Data, Security, and Commercial teams.
Key Responsibilities Strategy
Define and execute the Tier 3 support strategy for EnterpriseRX, ensuring alignment with business, product, and technical roadmaps
Lead advanced support processes including complex case resolution, major incident management, and problem management
Establish governance frameworks and standardized ITIL‑aligned operational practices
Build scalable operational plans to support evolving products and commercial growth
Advanced Technical Support & Problem Resolution
Oversee resolution of the most complex EnterpriseRX platform and application issues
Own the escalation path into Engineering, Product, and Infrastructure teams
Drive structured Root‑Cause Analysis (RCA) and long‑term problem prevention
Collaborate with EnterpriseRX Product & Engineering on defect trends, systemic issues, and automation opportunities
Serve as the primary operational liaison for EnterpriseRX across Engineering, Infrastructure, Data, Security, Customer Support, SAMs, and Commercial stakeholders
Lead major incident response, triage, and executive communication for EnterpriseRX impacting events
Partner with commercial teams to resolve high‑impact customer escalations and improve customer experience
Team Leadership & Development
Lead and build a high performing team of managers, SMEs, and Tier 3 analysts with deep knowledge of EnterpriseRX supported platforms
Develop competency models, technical training pathways, and succession planning for critical roles
Build a culture of excellence, accountability, innovation, and customer focus
Mentor and develop talent across the level 3 support organization
Lead and manage 3rd‑party resources via SOW outcomes, metrics, and SLAs
Governance & Budget
Own escalation protocols, documentation standards, and regulatory compliance for EnterpriseRX operations
Manage the Tier 3 operations budget, vendor strategies, and tooling investments
Ensure alignment with healthcare compliance standards including HIPAA and PCI
Performance Management and Metrics
Own Tier 3 KPIs including SLA attainment, backlog health, incident reduction, and defect resolution cycles
Lead operational business reviews with CSI and executive partners
Develop dashboards and analytics that articulate platform and support trends
Oversee advanced capacity planning and forecasting for high‑skill technical teams
Minimum Requirement Degree or equivalent experience. Typically requires 12+ years of professional experience and 4+ years of management experience.
Education Bachelor’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
Demonstrated success leading high‑severity incidents, RCA, and cross‑functional technical resolution
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
Expertise in Tier 3 technical support methodologies, troubleshooting patterns, and platform architecture fundamentals
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
Strong process optimization and continuous improvement mindset
Communication skills: develops rapport and credibility across the organization, promotes ideas and proposals persuasively
Business/Financial Acumen
Analysis/Problem Solving /Negotiation
Self‑motivated and demonstrates personal commitment and drive to meet or exceed objectives
Strong organization skills to execute on job expectations and priorities
Consultative selling/negotiation skills with the proven ability to build lasting customer relationships with a focus on facilitating trust and open communication
Influential communicator with focus on active listening and customizing messages appropriately for differing audiences
Must be able to identify individual customers’ needs and provide solutions based on those needs
Must be a team player and have a demonstrated history of leadership within a team environment
Flexibility and willingness to adapt to successfully navigate a complex ever‑changing work 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 Hybrid – Must maintain a regular presence in Las Colinas, TX HQ. This 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.
Our Base Pay Range for this position $124,400 – $207,400
McKesson has become aware of online recruiting‑related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind: McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application. McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting‑related communications with candidates. McKesson job postings are posted on our career site: careers.mckesson.com.
Equal Opportunity Employer McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page. McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to Disability_Accommodation@McKesson.com in the United States or Accessibility@mckesson.ca in Canada. Resumes or CVs submitted to these email boxes will not be accepted.
Join us at McKesson!
#J-18808-Ljbffr