Support Manager
Clinisys
Date: 12 hours ago
City: Woking, England
Contract type: Full time
Clinisys is a global provider of intelligent diagnostic informatics solutions and expertise designed to redefine the modern laboratory, across healthcare, life sciences, and public health. Millions of diagnostic results and data insights are generated every day using Clinisys’ platform and cloud-based solutions in over 4,000 laboratories across 39 countries. Our 1,450+ expert professionals, headquartered in Woking, UK and Tucson, Arizona, have a shared mission to enhance the effectiveness of diagnostic workflows in any laboratory or testing environment and keep citizens and communities healthier and safer.
Role Description
The purpose of this role is to lead, manage and nurture part of our Service Desk function and team, which provides support across our software portfolio, which enables healthcare professionals to undertake and manage clinical testing for patients world-wide.
Responsibilities
Skills needed to be successful
As an equal opportunities employer, Clinisys is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of background to apply and join Clinisys.
Disclosure and Barring Service Check
This role is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Role Description
The purpose of this role is to lead, manage and nurture part of our Service Desk function and team, which provides support across our software portfolio, which enables healthcare professionals to undertake and manage clinical testing for patients world-wide.
Responsibilities
- Lead, manage, and develop personnel who make up the ServiceDesk to ensure they can deliver the appropriate services to our customer base in line with our contracts commitments to meet or exceed both the customer and business requirements.
- Undertake incident trends analysis with a view to instigating problem records which will understand root causes and facilitate changes positively impacting support requests raised by our customer base either by reduction of support requests raised or the severity of the support requests raised.
- Act as an escalation point, managing all stakeholders, for all matters concerned with the ServiceDesk function, and support requests raised both within and outside of standard ServiceDesk coverage, and within the defined limits of time, knowledge, and contracted service levels.
- Manage and administrate service-based tools and service reporting tools and systems where required.
- Provide management information and reporting as required, facilitating a qualitative and quantitative approach to monitoring operations.
- Carry out site visits when needed in relation to customer ‘go lives’, as part of a service improvement plan, when required in relation to an escalation, or when other needs dictate.
- Continually review all team members’ development, skills, and ServiceDesk working practices and procedures to ensure they meet the ongoing service requirements.
- Direct and lead team activity ensuring the management of all support requests to appropriate resolution or escalation as required within defined service level agreements.
- Manage the team rota(s) and for all analysts and partake in the ServiceDesk shifts as/if required
- Local Functions: This role comprises of a five-day week with possible shifts to cover our core hours of support 08:00 – 20:00 for Monday to Friday. In addition, you maybe be required to participate, along with the other relevant managers, in the on-call Duty Manager rota
Skills needed to be successful
- Good appreciation of supporting applications or SaaS products
- Strong experience working within a ServiceDesk, Helpdesk or Customer Support environment.
- Three years’ experience in conducting a line management function involving the direct supervision and development of support staff.
- Strong experience with ITIL processes
- Any certification such as MCP’s, or ITIL is highly desirable
As an equal opportunities employer, Clinisys is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of background to apply and join Clinisys.
Disclosure and Barring Service Check
This role is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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