Service Desk & Incident Manager – Health-Tech + NHS + SaaS

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• Do you like delivering tech solutions to the NHS / Healthcare
  
• Process Driven by standards: ISO & ITIL
  
• Do you like coordinating and managing a tech team
  

Role Overview

Reporting directly to the Technical Director, you will be responsible for coordinating and managing all customer support communications through our Halo PSA ticketing system. Youwill take ownership of the full-service desk lifecycle, ensuring that queries are logged, triaged, assigned, and resolved efficiently and in line with Service Level Agreements (SLAs).

This is a hands-on role ideal for someone with asolid technical background and experience supporting clinical users in healthcare settings.Your expertise and innovation will directly enhance the customer experience for both NHS and private sector clients.

About The Company

A market leader in endoscopy reporting systems, proudly supporting NHS and private healthcare providers with innovative cloud-based software solutions. As we continue to grow, we’re seeking a detail-oriented and technically mindedService Desk Manager or Coordinatorto join our team and play a key role in delivering exceptional customer support.

Key Responsibilities

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• Manage and coordinate the service desk, ensuring a customer-focused approach and timely resolution of all support requests.
  
• Own and administer theHalo PSAsystem, continuously looking to improve usability and customer engagement
  
• Log, triage, and prioritise support tickets appropriately; escalate or assign to the relevant internal expert/team.
  
• Maintain SLA compliance and track performance against service goals
  
• Provide first-line technical support for the EMS application and associated infrastructure
  
• Monitor and manage the service desk staffing rota and ensure prompt response to support calls
  
• Identify recurring issues and work with the Technical Director and senior team to implement solutions
  
• Support the creation of knowledge base content and the roll-out of self-service functionality via the Halo portal
  
• Assist with service reporting and trend analysis, including presenting emerging issues to senior management
  
• Contribute to ongoing process improvement and help shape a best-in-class support experience
  

What We’re Looking For

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• Previous experience as a Service Desk Co-Ordinator or in a similar role
  
• Strong technical understanding of SaaS/cloud-based applications
  
• Experience working in anISO-accredited,ITIL v4aligned environment
  
• Exposure to healthcare/clinical environments (Endoscopy or similar) is highly desirable
  
• Familiarity with Halo PSA or similar CRM/ticketing systems
  
• Outstanding communication skills – both written and verbal – with the ability to communicate clearly with clinical professionals
  
• Analytical and methodical approach with a focus on customer satisfaction and continuous improvement
  
• Self-motivated, solution-oriented and able to see issues through to resolution
  
• Comfortable handling sensitive data with awareness ofGDPRcompliance
  
• Knowledge of clinical imaging/video processing infrastructure would be a bonus
  

What We Offer

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• Salary £35k-£45k and company benefits
  
• Opportunities for career development and progression
  
• A supportive and collaborative team culture
  
• Full training on our systems and processes
  
• The chance to make a real difference to healthcare services across the UK
  

Ready to Apply?

If you’re passionate about customer service, thrive in a technically focused role, and want to be part of a growing healthcare software provider, we’d love to hear from you.