Technical Support Manager

Technical Support Manager Job working remotely as part of the growing service Service Desk team at EMIS.

**Our Vision and Your Impact**

Our vision is to be the leading provider of innovative healthcare technology that ultimately improves people’s lives. Are you interested in becoming part of that vision?

Working with our customers, we are leading the way in the delivery of patient centred, connected, digitally enabled health and care services. Our customers and partners are using our solutions in all health and care settings, from GP surgeries and communitycare to high street pharmacies, hospitals, clinics, not for profit organisations and specialist services. Ranked in the top five HealthTech organisations in the UK, we are committed to developing the next generation of healthcare technology that will trulymake a difference.

Responsible for providing essential technology to 10,000 healthcare organisations across all major UK health sectors, we are looking for a **Technical Support Manager**to lead and manage a multiple teams of 15 senior technical specialists that support our EMIS Web Secondary care customers.

Our Technical Support team specialists provide technical expertise within Support and are available as a point of escalation for the Incident teams for high severity, complex or clinically sensitive issues where a known resolution may not be readily available.As the Manager you would ensure that objectives are achieved, provide support, conduct reviews and appraisals, and be an escalation point on more complex issues.

This is an exciting opportunity for a Technical Support Manager to join a fast-paced business and be an integral part for transformation within our support function. Collaboration is key at EMIS; you will work closely with the support departments and widerbusiness to deliver continuous improvements to support our customers.
- This Technical Support Manager job will by a hybrid working pattern with 2 days in the Leeds office and home working. There may be occasional requirement to travel to our Leeds or Watford office for collaborative meetings._

**What you’ll do**

As a Technical Support Manager your key duties will include:

- Overall responsibility for the management of the Senior Technical Specialist Support teams.
- Management and monitoring of day-to-day activities that can include and not limited to: holiday bookings, absence management, shifts management, compliance and adherence to legislation and policy.
- Management of workload to ensure the resolution of software problems are met within agreed SLA’s.
- Reporting to the business on team targets and achievements.
- Working within ITIL framework.

**Who you’ll be**

We want to make sure you’re set for success so the key skills we’re looking for in the role are below. We know not everyone ticks all the boxes and we’ll provide training on some of the areas if you’re the right person for the role.
- Previous experience managing a team of Technical Specialists teams within a support function.
- Good knowledge of SQL and C# would be advantageous.
- Working within ITIL guidelines or have the ITIL qualification.
- To demonstrate excellent relationship building both within your team, customers or third parties.
- Ability to motivate and lead your technical team.
- Excellent communication levels both written and verbal.
- Ability to organise, prioritise and multi-task.

**What We’ll Give You**

An excellent opportunity for a Technical Support Manager to develop and grow within a fast-paced business. As well as a competitive salary, you will also receive 25 days holiday plus 6% employer pension contribution, access to LinkedIn learning and otherlifestyle discounts. To make sure you’re never out of pocket you will also join the health care cash plan that allows you to claim back medical, vision, and dental treatments, through to phsio, reflexology, and much more, totalling over £2000 a year.
- e 2 days a week and then from home. Once you have completed your induction there is an on call manager rota where you would be on call 1 in every 5 weeks._

**What you’ll do**

As Service Desk Team Leader your key duties will include:

- Manage and maintain the service desk rota to ensure that adequate resource is in place to meet customer demand; core hours, lunch time and Saturdays;
- Day to day management of direct reportees; holiday bookings, absence management, monthly reviews, and deputising for the Service Desk Managers as required etc;
- Creating reports on staff performance and inbound call statistics to measure productivity and anticipate trends in call volumes.

**Who you’ll be**

We want to make sure you’re set for success so the key skills we’re looking for in the role are below. We know not everyone ticks all the boxes and we’ll provide training on some of the areas if you’re the right person for the role.
- Previous experience managing or leading a team is essential.
- Experience working in a service desk environment.
- Excellent communications skills both written and verbal.
- Ability to work well across different functions and levels and able to building relationships with the customer and other 3rd party suppliers.
- Previous experience working in an ITIL framework or ITIL qualified would be desirable.

**What We’ll Give You**

This is an excellent opportunity for a Service Desk Team Leader to develop you career within support services. You will receive a competitive salary with excellent benefits such as pension, 25 days holiday and other lifestyle benefits. To make sure you’renever out of pocket you will also join the health care cash plan that allows you to claim back medical, vision, and dental treatments, through to phsio, reflexology, and much more, totalling over £2000 a year.