Manager – Support Operations | Government & Commercial Solutions (OneView) | UK | Remote
RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.
Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.
We’re searching for a UK‑based Manager – Support Operations to join our Government & Commercial Solutions (OneView) team, so that we can optimise day‑to‑day support operations and deliver consistently excellent service for mission‑critical customers. The Manager – Support Operations will lead a team of three Support Analysts, streamline workflows, and drive evidence‑based improvements (including AI/automation) to meet service targets, elevate customer satisfaction, and reduce cost‑to‑serve.
How You’ll Spend Your Time
- Lead and optimise daily support workflows and resource allocation to ensure consistent service delivery and operational efficiency.
- Implement and manage workforce planning and real‑time staffing coordination using forecasting and operational data insights.
- Drive adoption of AI and automation, enhancing case management efficiency and improving end‑to‑end support processes.
- Monitor and report on KPIs, building and sharing performance dashboards to support data‑driven decisions and continuous improvement.
- Oversee quality programmes, including case audits and process standardisation, to maintain high standards and identify training and improvement needs.
Working pattern: Our support window is 09:00–22:00, Monday–Friday (including bank holidays). You’ll typically work standard business hours with flexibility to support coverage when needed.
What Kind of Things We’re Most Interested in You Having
- 2+ years’ experience managing a technical support team.
- Hands‑on expertise with SQL Server (T‑SQL, performance tuning, backup/restore), IIS administration (app pools, SSL, deployments), and Microsoft platforms (Windows Server, Azure, PowerShell).
- Experience analysing operational metrics and building data‑visualisation dashboards to inform decision‑making and workforce planning.
- Track record delivering quality monitoring and process standardisation, with accountability for departmental targets and continuous improvement.
- Domain familiarity in one or more of maritime, offshore engineering, defence, or police/law enforcement environments (desirable).
- Certifications: Windows Server certifications, ITIL Foundation (desirable).
- Ability to commute to Richmond or Stoke for team days (approximately 2–4 times per year) and occasional cross‑functional kick‑offs or collaboration sessions.
- A knack for working collaboratively across UK and international teams (e.g., collaborating closely with our Cloud team) in a dynamic, operational environment.
By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Key benefits include private health and group accident insurance, an Employee Assistance Program (EAP) for confidential support, and Loyalty Awards for long-service employees.
RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by law.
As part of RLDatix’s commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don’t hesitate to send a note to [email protected].
Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also taken into consideration.
