Head of Technical Support

Hybrid (WeWork, London) or home based in the UK

Full-time

Feedback Medical is seeking an experienced Head of Technical Support to lead our Support Team. Reporting to the Chief Regulatory & Compliance Officer, this hands-on role involves managing the support team while providing 3rd line support for internal applications, infrastructure, and hardware. Additionally, the role includes delivering 2nd line support for FbkMed's software solutions to both customers and internal staff. The ideal candidate will be a skilled problem solver with extensive experience in Microsoft 365 and Entra ID, and demonstrate a strong commitment to exceptional customer service.

Key Responsibilities

Managerial:
• Manage and coordinate the day-to-day activities of the technical support team, ensuring efficient operations and adherence to service level agreements (SLAs), key performance indicators (KPIs), and metrics to maintain high-quality service delivery.
• Build and develop a high-performing support team by overseeing the hiring, training, performance evaluation, and career development of team members, ensuring they are equipped to meet their responsibilities effectively.
• Collaborate with cross-functional teams to ensure the seamless delivery and deployment of new features, enhancements, and fixes to customers.
• Implement and enforce ITIL best practices, standards, and procedures for support, including incident management, problem management, change management, and knowledge management.
• Proactively identify and recommend opportunities to improve processes, tools, and systems.
• Build and maintain strong relationships with key stakeholders and customers through regular engagement to enhance service delivery.
• Collate records and generate reports on product and service performance, presenting findings to the senior management team.

Customer and Employee Support:
• Provide high-quality support to Feedback Medical's customers and staff via phone, email, and remote desktop, assisting both IT and non-IT literate end users.
• Provide support for custom applications on industry standard operating platforms.
• Troubleshoot and resolve tickets while liaising with users until resolution is achieved or escalation is required, retaining ownership throughout the ticket lifecycle.
• Work alongside the Research and Development team to investigate customer issues and bring them to a satisfactory conclusion.
• Ensure timely response and resolution of tickets in line with SLAs, with a strong focus on delivering quality and accurate solutions.
• Monitor capacity and compliance of systems and environments.
• Install, configure, and support new software and hardware such as PCs, laptops, tablets, and other mobile devices, ensuring the Asset Register is kept accurate.
• Maintain existing hardware/software, including installation and deployment of updates.
• Offer training and advice to staff on the use of Feedback Medical's IT systems (e.g., Microsoft 365 Apps, Atlassian).
• Assist in problem investigations, including root cause analysis and prevention identification.

Process and Compliance:
• Comply with processes and procedures within Feedback Medical's Integrated Management System (IMS), which aligns with ISO 13485 quality management standards and ISO 27001 Information Security standards.
• Work alongside the Information Security team to monitor and maintain a secure and resilient infrastructure, ensuring compliance with Feedback Medical's ISO 27001 standards and alignment with company security requirements.
• Ensure client documentation is kept accurate and up to date.
• Contribute to the creation of end-user training materials, runbooks, and knowledge base articles.
• Adhere to GDPR requirements and ensure compliance with patient confidentiality requirements, such as the NHS Data Security and Protection Toolkit.

Experience / Requirements

Technical Skills:
• 5+ years in a similar role with a strong track record.
• Extensive experience with Microsoft 365 and Entra ID, including configuration, management, and support (e.g., SSO, policy management).
• Experience with Windows Desktop and Server environments, including IIS.
• Knowledge of system monitoring setup and maintenance, with scripting skills (e.g., HTML, SQL, PowerShell, JSON).
• Familiarity with server virtualisation technologies (e.g., VMware, Hyper-V).
• Strong understanding of networking concepts (e.g., TCP/IP, DNS, DHCP).
• Advanced end-user support for common hardware, including PCs, laptops, tablets, and mobile devices (e.g., Android, iOS).
• Experience with Remote Monitoring and Management (RMM), Endpoint Detection and Response (EDR), Vulnerability Management (VM), and backup/disaster recovery solutions.

Other Requirements:
• Proven experience in team leadership and management.
• Experience with ITIL and other relevant frameworks and methodologies.
• Strong problem-solving skills, with a creative approach to overcoming challenges and seizing opportunities.
• Excellent written and verbal communication skills in English, with numeracy proficiency.
• Flexibility and effective time management to handle multiple tasks, shifting priorities, while maintaining attention to detail.
• Ability to work effectively in situations of ambiguity and uncertainty.
• Proactive approach to self-development, with a willingness to learn new skills and listen to others.

Desirable:
• Interest in biotech or medical imaging, or experience working with or within the NHS.
• Experience with cloud platforms (e.g., AWS, Azure).
• Knowledge of ISO 27001, ISO 9001 or ISO 13485 standards.
• Experience with MS SQL Server.
• Knowledge of cybersecurity best practices.
• Familiarity with DevOps practices and tools, and IT project management or coordination.

Additional Information Employment Terms and Benefits:
• Probationary Period: The role includes a 3-month probationary period.
• Benefits: Includes 25 days of annual leave plus public holidays, with the option to buy/sell leave. Additional benefits include an employee assistance programme, professional training and development opportunities, cycle-to-work scheme, medical health insurance, charitable donation matching, EV salary sacrifice scheme, and private flu vaccinations. Some benefits are available upon successful completion of the probationary period.
• Work and travel arrangements: The role can be office-based (London WeWork), with hybrid working from home arrangements permitted. Alternatively, we are happy to recruit an individual from elsewhere in the UK as a homeworker, with occasional travel to the company office(s) as needed.
• Occasional travel may also be required to customer sites in the UK.
• Flexibility: As a small company, Feedback Medical may occasionally require you to take on additional roles and responsibilities.

Interview Process:
2-stage

1. Initial 15-minute phone call with the Chief Regulatory & Compliance Officer.
2. Virtual Teams meeting with 2-3 representatives from FbkMed.