Administrative Lead for Medical Office

2 days ago

Nottingham, Nottingham, United Kingdom Air IT Full time

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.

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