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 cloudbased solutions in over 4,000 laboratories across 39 countries. Our 1,450 expert professionals, headquartered in Woking, UK and Tucson, Arizona, have a shared mission 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 lead our UK Support department tasked with proving best-in-class support and services to our customers. This role will see you leading and developing our UK Support functions across our entire software portfolio which enables healthcare professionals to undertake and manage clinical testing for patients world-wide. This role is hybrid with some travel required for company or customer meetings or company events This role comprises of a five-day week with shifts to cover our core hours of support 08:00 – 20:00 for Monday to Friday. In addition, you will be required to participate, along with the other relevant managers, in the on-call Senior Manager rota Responsibilities : Lead, manage and drive our UK Support Department Working closely with the VP Support, develop, enact and measure progress of our support strategy for the UK&I region Develop, mentor, and grow our Support department to continually meet the business needs To hold overall responsibility for ensuring services are delivered in accordance with agreed contracted obligations for all UKI contracts. To undertake full line management responsibility for UKI Support to include: To be responsible for team activity ensuring the management of all support cases to appropriate resolution or escalation as required within defined service level agreements. To focus on the development of the department’s team members with advancing their customer service skills and developing diagnosis, analytical, problem solving, discipline specific and technical skills ensuring incident and problem resolution in a timely fashion to achieve Service Levels through ongoing mentoring / coaching and personal development plans. To act as an escalation point, managing all stakeholders, for all matters concerned with UKI Support and cases raised both within and outside of standard service desk coverage and within the defined limits of time, knowledge, and contracted service levels. Using key performance indicators or objectives appropriate to the team, manage performance through coaching, education, and adherence to standard processes. To attend agreed meetings, both on site and remotely, with customers where appropriate to resolve or aid the resolution of service desk incidents and problems or to manage key relationships with customers. To act as senior stakeholder and senior escalation point for UKI Support with other departments and regions, building strong relationships with peer leaders within other departments To provide cover for VP Support across UKI and Europe where required, acting as an escalation point and point of contact for both internal and external stakeholders Knowledge, Skills, Abilities: Experience of executive engagement working with and managing relationships with senior stakeholders Strong leadership experience working in a Customer Support environment. Excellent communication skills, ensuring messaging and strategy are understood by all levels internally and externally Good appreciation of supporting applications and / or SaaS products Experience in conducting a line management function involving the direct supervision and development of senior leaders, junior leaders and support analysts