Tech Support Manager

Job Description

POSITION: Full Time (min 80%)

LOCATION: Remote - occasional trips to the office in London (4-8 times a year)

SALARY: Competitive, depending on experience

ABOUT US

Healios is a leading digital healthcare company, bringing the whole family together to maximise long-term outcomes and wellbeing. At Healios our mission is to bring exceptional healthcare to anyone, anytime, anywhere. We reimagine the way children, young people, and adults access and receive mental health services by blending the best of technology with specialised clinical expertise and a personal human connection. At Healios, we transform mental health and neurodevelopmental services by providing quicker access to assessment, faster access to evidence-based psychological therapies, and earlier intervention to create a unique online experience – healthcare that fits around the lifestyle and circumstances of the family to get the right care when and where they need it.

We are an organisation that allows our staff to make a real difference not only in reshaping how mental health issues and emotional wellbeing services are delivered across the UK but also in the lives of those individuals and families who need our support. Our teams are friendly, focused and passionate about making a positive difference to our patients and their families.

We encourage our teams to constantly push for better outcomes and we embrace change to assist in the development of the company. Everyone’s input and opinion matter to us and we work in an environment where this is encouraged.

THE OPPORTUNITY

• You are responsible for ensuring that Healios employees are equipped with technology that empowers them to be effective and impactful, whilst ensuring
• That suitable controls for a remote first environment are in place
• That all access to Healios is authorised, authenticated and secure
• The confidentiality, integrity and availability of Healios data.
• You will be accountable for the Tech Support function and for providing outstanding Tech and IT experience for all Healios staff. You will proactively identify trends and patterns and work cross-functionally to address these, not limited to
• Increasing IT competency of our non-technical staff
• Delivering an outstanding IT on-boarding experience
• Improving user experience for Healios staff
• Expanding to a multi-tier, multi-timezone enabled support model
• In collaboration with multiple business functions you will discover and implement services and integrations that improve the IT user experience, e.g. by introducing automations and enablement paths, removing manual processes, and connecting systems.

WHAT WE WILL PROVIDE FOR YOU

• A collaborative culture where curiosity, creativity, experimentation and innovation are fostered
• A highly motivated and energetic team bringing a wide range of talents, experience and knowledge to solve complex challenges
• Opportunities to grow and further develop your professional interests
• A culture that challenges the status quo in pursuit of providing exceptional healthcare and an unrivalled experience for the clients and families we support

EXPECTATIONS FOR 3 MONTHS

• You have matured the Tech Support to be an effective, user centric and data informed operation with a significantly increased user experience. You have assessed practices and systems and evolved them into simple, effective and user friendly ones. The benefits of that are validated through key metrics and an excellent NPS.
• You have built strong relationships with everyone in your team, peers and key stakeholders across the organisation. You have assessed the capabilities of the existing team, identified opportunities of cross-functional collaboration and executed on these.
• You have measurably improved the new hire experience and automated major aspects for the on- and offboarding of staff, and with that eliminated oversights, and simplified the process for both team and employees.

WHAT YOU WILL BRING TO HEALIOS

• A dedication to user success through simplicity, intuitive processes and tailored services based on data informed decisions and priorities.
• Proven experience in delivering technology and services to a user base of 1000+ people.
• Ideally, this experience will have been in a distributed environment - whether fully remote or a set of geographically dispersed offices, you understand the challenges of remote Tech support and management
• A deep desire to develop and grow people, and a strong understanding of how to do this.
• Exceptional communication and collaboration skills with proven success to influence, inspire and support a diverse Tech community
• A demonstrated habit of continuous learning to stay up-to-date with emerging technologies

WHAT WE OFFER

• 33 days holiday (including bank holidays and closure days)
• Birthday & Life Leave days
• Contributory Pension Scheme
• Fully personalised flexible benefits package
• Enhanced family friendly policies
• Flexible, home based role
• Company laptop, monitor and keyboard, plus an allowance to purchase additional equipment
• CPD/Growth day per year, plus personal development allowance to invest in your growth
• Bespoke Healios Training
• A collaborative culture where curiosity, creativity, experimentation and innovation are fostered
• A highly motivated and energetic team bringing a wide range of talents, experience and knowledge to solve complex challenges
• Autonomy to shape and design world leading clinical pathways that harness the power of combining technology with evidence-based interventions and a human touch
• Opportunities to grow and further develop your professional interests
• A culture that challenges the status quo in pursuit of providing exceptional healthcare and an unrivalled experience for the clients and families we support

#INDHP

DIVERSITY AND INCLUSION

“Do the right thing” is one of our core Healios values. And building a diverse and inclusive workplace where everyone feels supported is absolutely the right thing to do. Whether we’re developing a new service line or enhancing one of our products, we need people with different skills, backgrounds, identities and perspectives to ensure our innovations will work for the children and young people we are here to serve. By embracing diversity, we can deliver better care experiences and outcomes, while tackling the inequalities in healthcare provision that exist today.

SAFER RECRUITMENT & PRE- EMPLOYMENT CHECKS

Healios ensures that supporting people to be safe is at the heart of our work and a key priority across all areas of the organisation, We will do our absolute best to keep the people that we support, safe from harm. This starts with our recruitment processes.

As part of our pre-employment checks, all employees of Healios will be asked to have a Disclosure and Barring Service (DBS) check. Dependent on your role within the business, this will either be an Enhanced or Basic. A Protecting Vulnerable Groups (PVG) check will be required. You will also be asked to provide two professional references as a minimum.