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Cadwell · 2 days ago

Technical Lead, IT Service Delivery

Washington, United States

Full-time

Hybrid

Mid, Senior Level

$98K/yr - $118K/yr

3+ years exp

Cadwell is a company focused on IT service delivery, and they are seeking a Technical Lead to provide mentorship and guidance for the Service Delivery Team. This role involves overseeing complex software upgrades, ensuring team efficiency, and maintaining quality assurance for product support and customer service.

ManufacturingMedical Device

Comp. & Benefits

Hiring Manager

Courtney Snukis

Responsibilities

Provide technical mentorship and guidance to Service Delivery Project Managers and Engineers on the planning and execution of projects such as Server-Client application upgrades and infrastructure changes

Serve as the primary point of technical escalation for Service Delivery Engineers, assisting in troubleshooting and resolving complex IT issues related to system performance, networking, and software

Contribute to technical training materials, service documentation, and knowledge base content as a subject matter expert

Work with the Service Delivery manager to coordinate long-term initiatives

Foster a collaborative environment by coordinating and communicating effectively with project and support teams

Lead the planning and execution of complex software and firmware updates across single-client and enterprise-level networked systems, including HL7, SQL, Cloud, and EMU environments

Oversee yearly Infrastructure PM initiatives for CadCare customers under the guidance of the Service Delivery Manager

Support integration troubleshooting between Cadwell systems, third-party software, and network infrastructure

Build and maintain customer HL7 environments, including migrations and feature enhancements

Maintain and monitor Datadog dashboards, alerts, integrations, and billing

Participate in Controlled Release software deployments

Collaborate with hardware-focused engineers and technicians to resolve cross-domain service issues

Partner with the Product Specialist team to prepare for new releases and ensure service readiness

Lead internal continuous improvement efforts related to software upgrade projects, IT infrastructure monitoring, and IT infrastructure analysis

Assist in creating and reviewing Service Delivery solutions to ensure they meet customer expectations and are in line with Cadwell’s business offerings

Maintain KPI’s for application monitoring (DataDog), incidents, projects, etc

Escalate issues to the product specialist team as required

Qualification

NetworkingSQLHL7 IntegrationTechnical LeadershipCitrixServer ConfigurationProject ManagementCommunication SkillsProblem-SolvingTeam Collaboration

Required

Bachelor's Degree or relevant experience

Minimum of three years' experience in a technical field, such as enterprise IT support

Proven track record in managing or leading enterprise-level IT projects

Working knowledge of networking, SQL, Citrix, and server configuration required

Excellent oral and written communication skills, including formal presentations in front of customers, are required

Ability to work successfully as part of a highly dynamic and fast-paced team

Problem-solving mindset with a proactive approach to identifying and resolving challenges

Must be willing to travel to Kennewick, WA (HQ) as needed, typically up to once per month

Ability to travel up to 20% is required; must be able to obtain necessary travel documents

Ability to work outside of business hours as necessitated by customers

This position requires on-site visitation at medical facilities, and the candidate must be able to meet all credentialing requirements, which could include mandatory vaccinations