This is a newly created role for an experienced Software Applications Support Team Lead to join an industry-leading Healthcare Technology company who have developed a platform which delivers compliance, and risk management solutions to the healthcare sector.
Due to extensive demand for the Product and Services, they now want to expand their team with the addition of a highly experienced Software Applications Support Team Lead
The person in this role will be asked to:
* Lead and mentor the Support Team, promoting a culture of excellence and growth.
* Define and manage SLAs/KPIs to ensure timely issue resolution.
* Monitor support metrics, highlighting trends, risks, and improvements.
* Share insights on recurring issues to drive proactive action.
* Handle key customer interactions with professionalism and empathy.
* Manage Freshdesk for efficient ticket handling and reporting.
* Use Jira to streamline internal collaboration and issue tracking.
* Ensure smooth integration between Freshdesk and Jira for cross-team efficiency.
* Collaborate with Partner and Project Managers to align support and enhance customer experience.
* Refine support processes in line with ITIL best practices.
* Scale the Support Team in line with business growth.
* Report regularly on performance, customer satisfaction, and SLA adherence.
And should have experience of:
* Meeting SLAs/KPIs with fast, effective issue resolution.
* Maintaining high customer satisfaction and reduced ticket times.
* Building a skilled, motivated Support Team with clear roles.
* Strengthening collaboration with internal teams, reducing escalations.
* Improving support processes using ITIL best practices.
* Freshdesk and Jira to ensure accurate tracking and reporting.
* Reducing backlog and maintained manageable ticket volumes.
* Leading and developing high-performing support teams.
* ITIL with practical implementation.
* Freshdesk, Jira, and similar tools.
* Scaling teams to support business growth.
* Solving complex issues with lasting solutions.
* Organising and able to manage multiple priorities effectively.
In return for sharing your talent and dedication, they offer you
* Competitive salary
* Learning & development budget
* Flexible working (Predominately remote)
* 25 days holiday (+ bank holidays)
* Birthdays off
* Charity leave
* Mental healthcare
* Healthcare
* Life cover
* Compassionate leave
* Paid sick leave
* Enhanced family leave
* Pension
If you’re driven by team leadership, customer success, and ongoing improvement, we’d love to hear from you.