Director of Application Support

Madison, Wisconsin

Job ID: 4269 Industry: Provider - Soln Del

JOB TITLE:   Director of Application Support

REPORTS TO:  Managing Partner

JOB PURPOSE:  We' re looking for a Director of Application Support who will be responsible for growing and directing a team providing remote application support and optimization services to our clients using a variety of EHR platforms and bolt-on products. This position will be based in either Madison, WI or Dallas, TX but will drive the development of a nationwide support delivery model that is sufficiently agile, responsive and capable of consistently delivering quality services.

  • Maintain our excellent reputation for customer service by ensuring all SLAs are met with a high level of quality; administer regular client surveys and take appropriate actions on client feedback.
  • Support the sales process by responding to pricing proposals and attending sales calls both on the phone and in-person.
  • Hire, manage, develop and motivate team members; Set performance standards and perform regular quality control checks and performance reviews
  • Create and manage departmental budget; Aim to achieve cost efficiency through continuous productivity improvements and capacity flexibility


  • Bachelor’ s degree or equivalent combination of education and experience
  • 10+ years of experience in information technology
  • Previous supervisory experience working in a 24X7 call center environment
  • Proven ability to build high-performing teams
  • Ability to define and drive strategy in a start-up environment
  • Solid problem solving, issue resolution and decision making skills
  • Strong quantitative skills to forecast and manage future needs
  • Excellent communication skills, both oral and written
  • Proven experience in managing operational budgets
  • Ability to travel occasionally (up to ~ 25%) to support sales efforts and attend key client meetings.
Cumberland Consulting Group is a leading healthcare consulting firm providing IT advisory, implementation, optimization and outsourcing services to some of the nation’s largest payer, provider and life sciences organizations. We are looking for great people to join our team and to help us better serve our clients. We offer a very competitive benefits package and a variety of challenging projects for our consultants.

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