Support Manager UK

United Kingdom

About the role

We are currently seeking a Support Manager UK to lead the team in delivering exceptional technical and functional support across our Alcidion Product Suite.  

Day to day you will: 

  • Manage and oversee the day-to-day operations of the 1st Line Service Desk team. 
  • Foster strong relationships with customers and stakeholders to ensure positive interactions and brand representation. 
  • Serve as a liaison between technical teams and external parties, conveying complex technical information in a clear and engaging manner. 
  • Participate in the L1 Support on-call roster. 
  • Actively contribute to issue investigation and resolution. 
  • Escalate incidents which cannot be resolved for more in-depth investigation and engagement with Alcidion’s Site Reliability Engineering (SRE), development and product teams as required. 

Ensure robust processes and procedures are in place and adhered to, for the efficient and consistent management of the support of Alcidion products.  

About Alcidion

We’re transforming healthcare together 

Alcidion develops innovative solutions that address the problems challenging healthcare organisations around the world today. We create modern technologies to provide the answers. We aim to improve the experience of patients and clinicians and directly contribute to the effectiveness and efficiency of healthcare operations – creating a cycle of continuous improvement. 

We love the way we work  

Our people are inspired by a shared sense of purpose. We are proud of what we do. Empowered to solve problems, each person’s work contributes to the transformation of healthcare delivery. 

We’re not a start-up but a scale-up! This means challenging, broad and varied roles allowing us to grow individually as Alcidion grows, in a company that’s big enough to be global but small enough for our efforts to make a genuine difference.  

Flexible working is welcomed and encouraged. It’s not where, when or how we work that’s important, it is the contribution each of us make.   

Also on offer are: 

  • A range of leave options, including gender neutral paid parental leave and miscarriage leave 
  • Health and wellbeing schemes and initiatives 
  • Financial perks and discounts. 

We care about culture 

Overwhelmingly, our people tell us that the best thing about working for Alcidion is our culture, the people that they work with and the sense of purpose. They use words like “family” and “inclusive” to describe our culture and “helpful”, “friendly”, “smart”, “professional” and “caring” to describe their peers and managers. 

Strong values are important to us at Alcidion. Our values guide us in our day-to-day work: 

  • We are Brave  
  • We are Creative and Innovative 
  • We Amaze our Customers 
  • We are a Team 
  • We Celebrate our Achievements 
  • We are Optimistic 

About you

If you’re passionate about innovative technology and healthcare, a career at Alcidion could be for you. 

To be successful in this role, you will be a people-orientated professional who is passionate about driving the highest quality service delivery. You will have good understanding of the concept of building cohesive teams, importance of training, developing and coaching support teams as well as service desk specific SLAs and KPIs within the ITIL framework that drive the results.  

The ideal candidate will have the following background: 

  • Experience in leading a healthcare software service team preferably in an international support model  
  • Support-development focussed with a good attention to details and a strong desire to assist customers and provide exceptional customer service. 

How to apply

To apply, submit a covering letter explaining why you would love to work for Alcidion and your CV to  

Statement of posting

  • You must have the right to live and work in the United Kingdom to be considered for this position.  
  • Alcidion is an equal opportunity employer. We are committed to a diverse and inclusive culture and value the unique backgrounds and experiences of everyone. In recruiting for our team, we welcome the individual contribution that you will bring in terms of your culture, ethnicity, race, colour, nationality, disability, gender identity, marital status, sexual orientation, age, languages spoken, faith and beliefs. We encourage you to apply and bring your full self to work, where you will be supported in your development at all stages of your journey with Alcidion. 
  • Please indicate within your cover letter if you require any reasonable adjustments to the recruitment process to assist you in being considered for the role. 
  • Prospective employees will be required to undertake pre-employment checks, which may include referee, criminal record, academic and employment history checks as required.  
  • No agency enquiries or applications please. Alcidion will not accept any unsolicited agency resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with Alcidion.