User Support Manager

Purpose of the post

The postholder will support users to understand and customise the Gateway product, on-board new users and support data custodians to integrate with required products and services efficiently. The role will also oversee the management of the service desk and triaging of support tickets. The postholder will manage a fast-paced pipeline of work to deliver high-quality services offered through the Innovation Gateway, the HDR UK portal for data discovery and access.

This is a unique and exciting opportunity to work with key partners internally and externally and develop infrastructure and services that improve access to health data for research and innovation that has the potential to transform lives.

Main responsibilities

• Manage the end-to-end onboarding process of services that underpin the Innovation Gateway (including set up, implementation, completion and feedback review) on a day-to-day basis.
• Understand the functionality of the Innovation Gateway, be able to demonstrate functionality to users and stakeholders and provide advice to users on how to use and configure the system to be able to meet their needs.
• Facilitate user-led improvements to services in collaboration with the rest of the Technology team and the wider HDR UK community including:
  1. Ensuring that data custodian, partner and user feedback is documented and shared with relevant stakeholders as part of defined pipelines
  2. Involvement in all Gateway and product development cycles to ensure custodian and user led and data driven decisions are the heart of any future developments
  3. Build partnerships and liaise with internal colleagues to ensure services are working effectively and identifying solutions for issues that may arise.
• Continuous improvement of the process for user onboarding ensuring alignment with institute strategy and delivery plans.
• Act as first-line support for external stakeholders and data custodians wishing to engage with the Gateway, ensuring that concerns or queries are responded to in a timely fashion.
• Develop and update guidance and supporting materials.
• Manage the Gateway Content Curation process.
• Oversee the Gateway Support Desk, ensuring tickets are delegated, monitored and resolved quickly.
• Escalate issues and concerns to the Senior Technical Programme Manager where required.
• Work with the Business Analyst and Chief Product Owner to provide timely and transparent reporting on stakeholder onboarding progress and use of services to enable key decisions to be made in a timely fashion.
• Work with the Data Analyst/Engineer(s) to maximise the utility and value of reporting and dashboards, ensuring any visualisation/BI tools are operating effectively.

Knowledge, skills, and experience

• Customer focus and ability to identify needs and deliver workable solutions.
• Matrix management and demonstrable experience of networking, negotiating, and influencing stakeholders and teams.
• Experience of defining and documenting requirements from complex input from multiple conflicting stakeholders.
• Experience in business process documentation, analysis and optimisation.
• Demonstrable success in running several projects at once or similar timeframes with conflicting priorities in a fast-paced environment.
• Ability to apply management principles and processes and proactively manage risk.
• Experience of working directly with senior leaders, working effectively with humility and confidence.
• Autonomous and large team working.