Application Support Team Lead

Application Support Team Lead


  • Department: Technical Services
  • Responsible to: Head of Technical Services
  • Location: Home Based
 
Please send your CV or get in touch
Why become a part of Epro?

An NHS empowered company that strives to make the best decisions for patients through digital tools and data.

That was the vision which started Epro in Bristol twenty years ago, when clinical and software development minds came together to deliver innovative healthcare services to the NHS. We touch over 20m patient records with over 50,000 NHS users.

If COVID-19 has changed your priorities, and made you realise that you want to leave a positive stamp on the world, Epro might just be the answer.

Role outline

We are looking for an Application Support Team Leader to join our existing support team in providing service desk capabilities to our customers.

The candidate will be responsible for the supervision and technical management of the support team on a day-to-day basis as well as providing guidance for continuous improvement. This includes service desk activities, application and service maintenance and monitoring, minor project scoping and completion, and most importantly being the primary escalation point for technical issues.

What you will gain from being a part of Epro

You’ll know you’re making a difference. You’ll directly be contributing to the smooth running of the NHS. We’re dedicated to improving patient outcomes, and every day you’ll go home with the satisfaction that you improved someone’s life thanks to your efforts.

Main duties and accountabilities

The support team lead position is a hands-on expert role with extensive experience in software support. Responsibilities include:

  • Supervision and management of the support team including planning, prioritising, allocation of work and monitoring progress
  • Report on ticket progress to senior management, or in scheduled review boards
  • Conduct regular audits of tickets to help team members improve current practises
  • Lead daily triage meetings to manage ticket prioritisation and ensure that issues are handled correctly and efficiently
  • Ownership of training and upskilling of new starters and existing staff in collaboration with Professional Services
  • Elements of 2nd / 3rd line support – senior point of escalation for all technical issues
  • Take a lead on key technical decisions (support) and drive continuous improvement
  • Intermediate Microsoft SQL Server skills including building ad-hoc queries, fault analysis and monitoring
  • Supervise / scope / execute support project work for customers
  • Contribute towards quarterly SLA reviews with clients
  • Identify potential sales opportunities from recurring support issues (e.g. training) and feature / custom development requests
  • Document and conduct reviews of any server outages where appropriate
  • Ensure existing processes and quality standards are met and develop and maintain related documentation. Suggest and develop improvements where necessary, including new services which may provide avenues for revenue growth.
  • Drive handover of new releases to the support team and ensure documentation of features as produced by professional services has been handed over to support and appropriate training delivered
  • Organise and partake in a 24/7 support rota to always reflect people on call
General information

The nature of software support, in a critical healthcare environment means that some work may be required out of hours, participating in a 24/7 support rota is part of the role.

Person specification

We are looking for a person with strong technical understanding as well as excellent communication skills with the ability to explain things in a clear and concise manner both verbally and in writing to our customers the ability to communicate effectively with different audiences (developers, technical engineers, management) is essential. We expect excellent organisational skills along with good time management and the ability to cope well under pressure in a fast-paced environment. High accuracy with attention to detail will be required at all times, handling multiple tasks and prioritising workloads. The successful applicant displays a can-do attitude and has a flexible approach to work in accordance with business requirements.

Knowledge

Strong technical background and experience with most of:

  • Good understanding of ITIL, ITSM and service desk principles
  • ISO 27001 practises
  • Microsoft SQL Server administration and syntax
  • Window Server remote administration
  • PowerShell
  • IIS
  • Microsoft azure
  • Quality management
Skills
  • Excellent analytic and problem solving skills
  • Excellent written and spoken English
  • Customer service skills.
QMS responsibilities

All Staff are responsible and accountable for:

  • Ensuring they follow the policies, procedures and standards set by the Quality Management System
  • Attend any QMS training sessions if required
  • Provide any feedback or improvement points to the Quality Manager
  • Participate in internal and external quality audits as and when required
Benefits
  • 25 days holiday plus Bank Holidays
  • Pension Salary Sacrifice Scheme option
  • Holiday Purchase Scheme
  • Personal Learning and Development budget
  • Company team events and socials
Epro’s values

Epro is committed to software of the highest quality in a rewarding working environment. In delivering this ambition, we will be guided by the following values:

  • Taking personal responsibility for delivering quality and making a difference
  • Respecting everyone
  • Recognising & celebrating success
  • Collaborating together as a team
Equal Opportunities

All staff have a personal responsibility to contribute towards an inclusive and supportive environment for colleagues.

Staff have a personal responsibility to:

●    Ensure their behaviour is not discriminatory and does not cause offence

●    To challenge the inappropriate behaviours of others

●    Adhere to the company’s values, including ‘Respecting Everyone’

Health and Safety

Under the provisions contained in the Health and Safety at Work Act 1974, it is the duty of every employee to take reasonable care of themselves and their colleagues.

Line Managers are responsible for the health and safety management of all activities, areas and staff under their control.