Customer Support Lead (Clinical Applications)

Do you want a job with a purpose?And do you want to make healthcare safer, better and more reliable?Join our Team!Customer Support Lead (Clinical Applications)Join us as a Customer Support Lead (Clinical Applications) at Dedalus, one of the World’s leading healthcare technology companies, on our Customer Support Team in Brisbane, Australia to do the best work of your career and make a profound impact in providing better care for a healthier planet.What you’ll achieveAs a Customer Support Lead (Clinical Applications) you will be part of our highly successful Customer Support Business Unit, delivering a quality focused, reactive support and maintenance service for our established ‘best of breed’ clinical solutions.Working with an extended highly skilled team, you will be making a profound impact throughout the healthcare sector.You will:

• Be responsible for the management and oversight of customer raised incidents and will work with your team providing guidance, mentoring, direction, and leadership to a group of individuals focused on Support and maintenance product related incidents, service levels and key performance goals.
• Work closely with our broader management team in meeting contractual commitments.
• Deliver outstanding Customer Support, provide effective team management, improve profitability by delivering an effective and efficient support service working proactively to reduce the number of incidents logged.
• Lead and operationally manage a team of dedicated application support consultants to provide superior Customer Support services.
• Develop processes which align with ITIL to improve support performance for services provided by the team.

Take the next step towards your dream careerAt Dedalus Life flows through our software. Every day we do something special by helping caregivers and health professionals deliver better care to their served communities. Take the next step in your career that will make a profound impact. Here’s what you’ll need to succeed:Essential Requirements5 + years’ experience in the following:

• Managing or supporting managed/application services.
• Local ANZ Health Industry knowledge/expertise.
• Excellent interpersonal skills including verbal and non-verbal communication techniques, leadership, conflict management and rapport building.
• Solutions Focused – proactively identifies issues and promotes solutions to deliver exceptional services and high-quality outcomes for the client and Dedalus.
• Excellent problem-solving skills – ability to think logically and laterally as required, attention to detail.
• Strong team member – Mentor, work and share information with peers and the wider Group.
• Ability to accept responsibility, prioritize team workload and delegate appropriately.

Desirable Requirements

• Degree in Health Information Management and/or Information Technology.
• T/SQL or PL/SQL Experience.
• ITIL certification.
• Formal Management qualifications.
• Understand hardware platforms and server architecture.
• Understand Agile Development Methodology.
• Virtualization: VMware, Hyper-V, Citrix.
• Systems Analysis, Performance Analysis and Methods.
• integration and interoperability solutions.
• System administration and/or database administration.
• Understanding of interfacing and HL7 messaging.

We are Dedalus, come join usDedalus is committed to providing an engaging, rewarding work experience that reflects the passion our employees bring to our mission of helping clinicians and nurses deliver better care to their served communities.Our company fosters a culture where employees are encouraged to learn and innovate, and to enable and enhance clinical co-operation and processes while making a meaningful difference for millions of people around the world. Each person is the end point and the starting point of the Group’s activities and the ultimate beneficiary. For this reason, we are so proud of doing our very special jobs each day.Our company is enriched by a diverse population of 7,600 people in more than 40 countries that work together to innovate and drive better healthcare options for millions of patients around the world. We are the people of Dedalus.Application closing date: 28th July 2024Our Diversity & Inclusion Commitment sets out Dedalus’ approach to ensuring respect, inclusion and success for all our colleagues and the wider communities we operate in. It is imperative for us to share our commitment and dedication to ensure an inclusive and diverse workplace. We recognise that we have improvements to make and, on this journey, we must remain authentic and realistic but also ambitious.Life Flows Through Our Software