Application Support Team Leader

4 days ago

Chertsey, United Kingdom Go-To Outsourcing Full time

**CliniSys - End to end solutions for the diagnostic journey**

**Europe’s largest diagnostic IT vendor**

Laboratory test results help inform the 70% of patient diagnoses and care planning.For over 30 years CliniSys Group has been at the forefront of diagnostics workflow, order communications and information management solutions supporting radiology, cardiology and all pathology disciplines including anatomical or cellular, molecular and genetics. These encompass the complete workflow from order, clinical decision support, collection, processing, analysis, results and reporting, through integration into the clinical workflow.CliniSys Group has built an unrivalled reputation for the deployment of complex diagnostics networks and academic centres - and is the only vendor repeatably delivering across all disciplines end to end - at scale.
- Making healthcare smarter and more efficient._

**Summary**:

- To manage and develop the 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.
- To keep abreast of ongoing and future regulations, working practices, products and technologies within the service and pathology disciplines, and to contribute to both the internal CliniSys processes and to customer facing service improvement plans.
- This is a permanent role comprising a five day week with shifts to cover our core hours of 08:00 - 20:00 for Monday to Friday.

**Responsibilities**:

- To work with and follow the guidance of the Service Operations Manager
- To undertake incident trends analysis with a view to instigating problems 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.
- To 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.
- To participate, along with the other relevant managers, in the on call Duty Manager rota
- To manage and administrate service based tools and service reporting tools and systems where required, as allocated.
- To provide management information and reporting as required facilitating a qualitative and quantities approach to monitoring operations.
- To 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.
- To ensure appropriate processes and training are implemented to facilitate introduction of new CliniSys products.
- To fully understand the service CliniSys has been engaged to deliver in line with contractual and other customer expectations.
- To promote cross-departmental working and facilitate smooth transitions in terms of Service Introduction for new services and products.

**Team Management**:

- To undertake full line management responsibility for the assigned team(s) to include:

- To be responsible for the team’s environment, including line management of all team members and organising all activity with a view to maintaining quality processes.
- To be responsible for team activity ensuring the management of all support requests to appropriate resolution or escalation as required within defined service level agreements.
- To manage the team rota(s) and for all analysts and partake in the Servicedesk shifts as/if required
- To support the team and focus on the development of all Servicedesk function team members advancing customer service skills and developing diagnosis, analytical, problem solving, discipline specific and technical skills ensuring incident resolution in a timely fashion to achieve Service Levels through ongoing mentoring / coaching and personal development plans.
- To organise, attend and run team meetings in line with the CliniSys communications policy,
- Continually review all team members’ skills and Servicedesk working practises and procedures to ensure ongoing service improvement and high levels of focus on customer services.
- To understand and operate the escalation procedure within the defined limits of time, knowledge and level of contracted support.
- To attend agreed meetings, both on site and remotely, with customers where appropriate to resolve or aid the resolution of Servicedesk support requests and problems.
- To attend scheduled customer based user group meetings and present on service based matters as required.
- Owner of the CliniSys Support Knowledge Base

**Management Skills**:

- Planning, prioritising and organising tasks and activities, time management, self and team
- Motivation and leadership of team and individual team members
- Communication skill

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