The Support Manager heads up and manages a collaborative team of 1st and 2nd Line Support Desk operatives within the Service Centre Group, which operates in an ITIL environment to meet the GPSoC, NHS Wales, private practice and Channel Islands service agreements to deliver an excellent customer experience.

The post holder is responsible for incident management, problem management and part of the change management release group. The post holder will ensure that SLAs and team KPIs are met whilst ensuring the day-to-day coaching, training, and support of the team on a continual basis. The post holder will be responsible for the staffs’ professional development, and is also expected to handle standard line management issues, such as performance management and disciplinary issues where appropriate.

An important part of this role will be to work closely with the Senior Management Team in the delivery of continual software development in line with customer requirements.

1. Adhere to GPSoC, NHS Wales, private practice and Channel Islands support guidelines
2. Management of the Support Teams following strict Service Desk guidelines, protocols and procedures to ensure each incident is dealt with appropriately and efficiently
3. Provide the user with effective, fast and responsive technical support, information, diagnosis and requests for service within service agreement guidelines of the customer base
4. Be responsible for the overall management and the professional development of the Support Team.
5. Work with KPIs for the critical success factors for the service, and develop team and individual targets
6. Remain aware of service delivery issues and to plan proactively to minimise workload pressures. Develop rotas and team processes for sickness, annual leave etc
7. Responsible for generating KPI reports in line with service agreements which require analysis, interpretation, and comparison of a range of options. Reports will be presented to external stakeholders and senior staff within the Service Centre
8. Engage and collaborate effectively by building relationships with other workstream leads and external stakeholders
9. Develop and maintain an appropriate level of knowledge of relevant NHS clinical and administrative processes
10. Build and maintain up to date knowledge and understanding of the product range and how they are used within Healthcare settings
11. Plan and prioritise own work, responding to changing requirements, and to support the work of other workstream leads of the Service Centre
12. Manage the coordination and escalation of issues to external suppliers for effective resolutions, as well as analysing the service report from customers
13. Define and maintain operational procedures for running a successful support service using the telephony and service management systems

As a technical expert the post holder should have good general education with at least 4 GCSEs (or equivalent) with grade C or above which includes English and Maths, good working knowledge of Linux and SQL. Preferably an ITIL V3 Foundation Certificate or demonstrate equivalent experience.

The post holder should demonstrate a strong technical acumen, a good team player, and have the ability to prioritise and work to deadlines. Good communication skills are essential. Knowledge of NHS computing or medical systems would be an advantage. Having previous experience of dealing with clinical safety would be highly advantageous but not essential as training will be given.

Other Company benefits

• 28 Days annual leave (inc. Bank Holidays) increasing to 33, pro-rata.
• Pension scheme,
• Health Care Plans,
• Salary sacrifice bicycle schemes
• Plus many more.