Technical Services Manager

Let’s transform the business of healthcare! At The Craneware Group, we are dedicated to empowering our customers with industry-defining insights that pave the way for a brighter future.

If you are an energetic, forward-thinking individual with a passion for innovation, we invite you to join our thriving team of more than 750 dedicated professionals. Together, we'll fuel the expansion of our SaaS platform and develop cutting-edge applications that redefine the healthcare landscape.

The Craneware Group supports a flexible work environment as well as a collaborative and teamwork focused atmosphere. Employees will be expected to work a hybrid working arrangement spending 40% of their time per month in the Tanfield office - approx 2 days per week.

We’re seeking a dynamic leader to manage and optimize our Software Support team. This role ensures timely resolution of support issues, drives performance to meet SLAs and KPIs, and leads strategic initiatives to improve internal processes. You'll mentor team members, oversee talent development, manage resource planning, and collaborate cross-functionally with Product, Engineering, and other departments to support software releases and continuous improvement. A focus on operational excellence, employee growth, and customer satisfaction is key.

You Will Be:

• Monitoring support issues to ensure that they are properly investigated, logged, prioritised, escalated and resolved in a timely manner
• Ensuring team is equipped to meet SLAs and department KPIs
• Serving as professional mentor to team members
• Turning Strategy into work, by holding teams accountable to deliver on Team and Personal Annual goals tied to the strategic themes.
• Managing the implementation of corporate people policies, practices and processes such as contribution management and talent development to maximise operational output.
• Identifying the learning and development needs of the team and facilitate delivery of the appropriate education to enable their growth.
• Identifying and deliver improvements and efficiencies to internal tools, through LEAN and other activities, to meet the changing needs of the SSR team.
• Managing the successful roll out of internal Software Support team projects to enhance team processes and increase operational efficiency.
• Overseeing the Software Support learning plans for new features and products to provide continuing team education and development.
• Working closely with peers to provide input and feedback for team continuing education and development
• Working closely with Product Management, Engineering, Test, Data and Business Intelligence in the areas of, software releases, bug resolution, enhancement request prioritization.
• Managing the recruitment process to maintain resource levels and quality of customer service.
• Managing team resources to optimise availability in line with demand.
• Performing general management duties: Annual/Quarterly reviews to maintain employee focus on tasks and objectives.
• Managing customer complaints to maximise customer satisfaction.

You Will Bring:

• Bachelor’s degree with 3+ years in a customer-facing IT role, or 5+ years of equivalent experience.
• 3+ years' experience managing large teams and leading complex projects, including healthcare software implementations for IDNs.
• Deep understanding of healthcare revenue cycle operations and strong business acumen across the healthcare IT landscape.
• High proficiency in Microsoft Office Suite and a strong aptitude for learning new technologies quickly.
• Expert knowledge of The Craneware Group’s products, customer needs, and key business drivers.
• Exceptional communication, presentation, and interpersonal skills, with a strong focus on customer service.
• Skilled in coaching, mentoring, and motivating teams to deliver high-quality results.
• Strong project management, problem-solving, and critical thinking capabilities.
• Dependable, detail-oriented, and consistently takes initiative.