Clinisys is a global provider of intelligent diagnostic informatics solutions and expertise designed to redefine the modern laboratory, across healthcare, life sciences, and public health. Millions of diagnostic results and data insights are generated every day using Clinisys’ platform and cloud-based solutions in over 3,000 laboratories across 34 countries. Headquartered in Tucson, Arizona, and Chertsey, England, Clinisys’ mission is to enhance the effectiveness of diagnostic workflows in any laboratory or testing environment and keep citizens and communities healthier and safer.

Role Summary

An exciting opportunity to join our Services team tasked with proving best-in-class support and services to our customers. This role will see you leading, managing, and nurturing part of our Service Desk function and team, which provides support across our software portfolio, which enables healthcare professionals to undertake and manage clinical testing for patients world-wide.

This role is partially office-based (currently 2-day a week) with some travel required for company or customer meetings or company events.

Key Duties

Lead, manage, and develop 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.

Undertake incident trends analysis with a view to instigating problem 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.

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.

Manage and administrate service-based tools and service reporting tools and systems where required.

Provide management information and reporting as required, facilitating a qualitative and quantitative approach to monitoring operations.

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.

Continually review all team members’ development, skills, and ServiceDesk working practices and procedures to ensure they meet the ongoing service requirements.

Direct and lead team activity ensuring the management of all support requests to appropriate resolution or escalation as required within defined service level agreements.

Manage the team rota(s) and for all analysts and partake in the ServiceDesk shifts as/if required

Key Skills, Abilities, and Experience

Strong experience working within a ServiceDesk, Helpdesk or Customer Support environment.

Good appreciation of supporting applications or SaaS products

Three years’ experience in conducting a line management function involving the direct supervision and development of support staff.

Strong experience with ITIL processes

Any certification such as MCP’s, or ITIL is highly desirable

This role is partially office-based (currently 2-day a week) with some travel required for company or customer meetings or company events.

This role comprises of a five-day week with possible shifts to cover our core hours of support 08:00 – 20:00 for Monday to Friday. In addition, you maybe be required to participate, along with the other relevant managers, in the on-call Duty Manager rota.

Depending on the experience of the candidate’s skills and expertise, Clinisys offers a £competitive basic salary plus a generous package and great work environment.

Support Manager

An exciting opportunity to join our Services team tasked with proving best-in-class support and services to our customers. You will be leading, managing and nurturing part of our ServiceDesk function.

Support Manager

An exciting opportunity to join our Services team tasked with proving best-in-class support and services to our customers. You will be leading, managing and nurturing part of our ServiceDesk function.

Already working at Clinisys?