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Position Summary
The Director Technical Support EngineeringleadstheEnterpriseRXlevel3 technical support organization.This group handles the most complex technical issues acrossEnterpriseRX, 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 forlevel3 support, ensuring theEnterpriseRXcustomersand our Account Exec teamsreceive 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 forEnterpriseRX, 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 complexEnterpriseRXplatform 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 withEnterpriseRXProduct & Engineering on defect trends, systemic issues, and automation opportunities
Serve as the primary operational liaison forEnterpriseRXacross Engineering, Infrastructure, Data, Security, Customer Support, SAMs, and Commercial stakeholders
Lead major incident response, triage, and executive communication forEnterpriseRXimpactingevents
Partner with commercial teams to resolve high-impact customer escalations and improve customer experience
Team Leadership & Development
Leadand build a high performingteam of managers, SMEs, and Tier 3 analysts with deep knowledge ofEnterpriseRXsupported 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 thelevel 3 support organization
Lead andmanage3rdpartyresources via SOW outcomes, metrics, and SLAs
Governance &Budget
Own escalation protocols, documentation standards, and regulatory compliance forEnterpriseRXoperations
Manage the Tier 3 operations budget, vendor strategies, and tooling investments
Ensure alignment with healthcare compliance standards including HIPAAand 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 thatarticulateplatformand 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 clearlytotechnical and business leadership.
Expertisein Tier 3 technical support methodologies, troubleshooting patterns, and platform architecture fundamentals.
ITIL-aligned service management knowledge acrossincident,problem,change, and knowledge management.
Ability to interpret logs, API behaviors, integrations, and platform telemetry.
SQLproficiencyor familiarity, with the ability to guide andvalidatetechnical investigations.
Experience with Salesforce Service Cloud, Jira, Confluence, and monitoring/alerting tools.
Additional Knowledge & Skills
Strong process optimization and continuous improvement mindset.
Communication skills:developsrapport and credibility across the organization,promotesideas and proposals persuasively
Business/Financial Acumen
Analysis/Problem Solving /Negotiation
Self-motivated anddemonstratespersonal commitment and drive to meet or exceedobjectives.
Strongorganizationskills toexecute onjob expectations and priorities.
Consultative selling/negotiation skills with the proven ability to build lasting customer relationships with a focus onfacilitatingtrust and open communication.
Influential communicator withfocuson active listening and customizing messages appropriately for differing audiences.
Mustbe able toidentifyindividual 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 acomplexever changingwork environment.
Experience in the retail/distribution, healthcare delivery, pharmacy,benefitsor insurance industryhelpfuland 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 inoffice days may be designated based on team needs and business priorities.
We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, pleaseclick here.
Our Base Pay Range for this position
$124,400 - $207,400
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McKesson is an 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.
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