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IT Customer Support Manager

Date: Feb 18, 2021

Location: Leeds, GB

Company: Agfa-Gevaert NV

Agfa HealthCare, is a division of the Agfa-Gevaert Group which is headquartered in Mortsel, Belgium and traded on Euronext Brussels (AGFB). At Agfa HealthCare, we support healthcare professionals across the globe to transform the delivery of care. Our focus is 100% on providing best-of-suite Imaging IT software solutions that enable secure, effective and sustainable imaging data management.  From product development to implementation, our unified Enterprise Imaging Platform is purpose-built to reduce complexity, improve productivity and deliver clinical value. We use our proven track record as an innovator, our in-depth medical knowledge and our strategic guidance to help healthcare providers achieve their clinical, operational and business strategies.



We are currently looking for a Customer Support Manager, who will report to the Head of Customer Support & Services.

You will be responsible for the registration and management of Incidents and Service Requests for Agfa HealthCare’s UK, Ireland and Nordic customer base, ensuring prompt resolution within SLA and prevention of downtime. 

Our Customer Support Manager will be also in charge of coaching members of the Customer Support Team in order to achieve the continuous improvement targets in terms of quality and productivity.



As a Customer Support Manager you are responsible for: 


  • Supervise and direct the Customer Support Team in diagnosing, troubleshooting and resolving 1st and 2nd line Incidents and Service Requests – (50% of your time)
  • Accurately record newly reported Incidents and Service Requests to ensure a prompt and accurate line of investigation – (10%)
  • Take ownership of the communication of high priority Incidents and Major Incidents, and prioritize your own workload with a continual focus on customers SLAs, ensuring Incidents are resolved within SLA – (10%)
  • Recommend service improvements to transform the Service from a reactive to a proactive approach – (10%)
  • Assist the Head of Customer Support & Services in setting team KPI and training plans for the Customer Support Team – (10%)
  • Maintain awareness of ITIL/ISO20000 Ticket Initiation, Incident Management and Service Request processes – (10%)


What you bring to the table

  • IT Diploma or Degree; qualification by experience accepted
  • At least 24 months of previous Team Leader / Supervisor experience
  • Experience of IT Service Management (ITIL / ISO20000)
  • Experience of Incident and Major Incident Management
  • Ability to lead and direct team members
  • Ability to listen and communicate instructions effectively
  • Excellent analytical skills. Good attention to detail.
  • Strong inter-personal skills with ability to communicate effectively at all levels
  • Good team player
  • Superior multitasking skills and resilience
  • Ability to work in a fast paced, high pressure environment
  • Strong communications skills (oral/written) to interact effectively and professionally with both internal and external customers



Location: Leeds, UK


What we can offer you 

We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented, committed team of individuals, training and career development programs, and a competitive compensation and benefits package. So are you ready to shape (y)our future?


About us

Agfa HealthCare headquartered in Mortsel, Belgium is present in one hospital out of two and is a leading provider of eHealth & Digital Imaging solutions. The company provides digital technology and IT solutions to meet the needs of clinicians & hospitals around the globe. The company is also a key provider of healthcare information solutions, integrating the administrative, financial and clinical workflows of hospitals. Care organizations in over 40 countries rely on Agfa HealthCare and our 3000 colleagues to optimize their efficiency and improve patient care.

We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented and committed team of individuals, training and career development programs, and a competitive compensation and benefits package. If you want to be part of this experience, we'll take you there! 

Learn more about Agfa HealthCare and follow us Instagram.  


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