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Administrative Lead for Medical Office
2 months ago
Job Title: Administrative Lead for Medical Office
Job Summary:
We are seeking an experienced Administrative Lead for Medical Office to join our team at Air IT. As a key member of our service delivery team, you will be responsible for managing a team of technical engineers to deliver high-performing service through meeting and exceeding client service commitments and expectations.
Key Responsibilities:
- Team Management: Ensure the team is operating effectively and efficiently to deliver against KPIs, SLAs, and customer satisfaction targets.
- Performance Management: Manage the performance of technical engineers through objective setting, regular 1-2-1's, encouraging and supporting personal development.
- Quality Assurance: Conduct regular service quality checks to ensure the team and individual engineers achieve service and process standards.
- Client Relationships: Maintain relationships with clients to ensure effective two-way communication.
- Escalations: Manage escalations within the team, from engineers or customers, through to resolution.
- Training and Development: Develop training plans for engineers incorporating new and existing customer requirements and our product roadmap.
- Security and Compliance: Ensure the company's Information Security Management System (ISMS) and all relevant policies are adhered to at all times.
- Schedule Management: Manage the 2nd and 3rd line schedule and shift planner where dispatch is unavailable.
- Timesheet Review: Review and approve engineer timesheets.
Requirements:
- Service Management Experience: Demonstratable service management experience.
- Senior Technical Role: 3-5 years working in a senior technical role.
- Technical Background: Previous technical background.
- Communication Skills: Strong communication skills.
- Working Environment: Experience of working within an MSP or similar environment.
- Flexibility: Ability to work under pressure and flexibility with working hours.
Desirable Qualifications:
- ITIL Certification: ITIL certified.
- Major Incident Management: Major incident management experience.
- Driving License: Current and valid driving license.
- ConnectWise Experience: Experience of ConnectWise.
Benefits:
- Hybrid Working: Hybrid working options for a better work-life balance.
- Annual Leave: 25 days annual leave plus bank holidays.
- Learning and Development: Ongoing learning and development opportunities.
- Cycle to Work Scheme: Cycle to work scheme and technology vouchers.
- Family Leave: Enhanced family leave.
- Celebration Day: Celebration day - an additional day off each year to celebrate an occasion important to you.
- Pension Scheme: Salary sacrifice pension.
- Volunteer Days: 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees' efforts to make a positive impact.
- Company Social Events: Company social events and competitions.
- Discount and Cashback Scheme: Discount and cashback scheme.
- Group Income Protection: Group income protection.
- Life Insurance: Life insurance.
- EAP and Virtual GP Service: EAP and virtual GP service.
About Air IT:
We are committed to fostering an inclusive and diverse workplace where everyone thrives.
