Babylon strives for best in class IT support so that our employees can focus on what matters; bringing affordable healthcare to every person on Earth. The IT Support Manager will be responsible for ensuring that their team resolve issues promptly whilst adhering to set policies and procedures that enable us to operate in a regulated industry. You will lead, inspire and mentor a team of engineers globally that are the first point of contact for IT support issues to deliver this best in class service whilst providing feedback to the wider End User Services (EUS) team on what improvements could be made to further enhance service.

WHAT YOU’LL WORK ON

• Create and maintain best practice standards for IT services across the company globally
• Management of an international IT support team to ensure they have the support and tools needed to carry out their work
• A point of escalation for IT support 
• Manage and supervise the support team ensuring that operational priorities are dealt with in a timely manner whilst balancing effort with longer term project work
• Responsible for the management, tracking and maintenance of IT assets
• Provide proactive support for onsite AV resources and ensure training is provided to the user community.
• Work closely with key stakeholders across the business and act as a key business relationship manager
• Maintain close relationships with key contacts/stakeholders and third party suppliers
• Feed into the cycle of continuous improvement of processes and procedures working closely with others in the EUS team and wider business to identify areas of improvement
• Working closely with the 3rd line team help to ensure that devices, software and services are kept up to date, and safe & secure for people to use
• Plan and manage shift rotas for the Global IT Clinical Support Team (24/7 support).
• Create, maintain and provide feedback on documentation for IT processes and procedures
• Publish regular performance metrics using the ITSM tool to ensure that the IT support function is operating optimally
• Regularly review and analyze procedures to ensure they are being followed by the team
• Identify and highlight any recurring issues/problems and liaise with systems owners to address at source
• Explore and influence IT solutions for business needs and work with systems specialists for implementation and rollout plans

WHAT WE’RE LOOKING FOR

• Experience of managing a globally diverse team
• Experience of running a team supporting both Apple MacOS & Microsoft Windows based laptops, ideally also Chromebooks
• Able to use KPI and performance data to drive recommendations & decisions
• Ability to take a global view on issues and understand that solutions should work for the entire business
• Ability to work in an environment that is fast paced and sometimes pressured
• Ability to mentor team members in service excellence and hold them to that standard
• Compassionate and caring towards others. They respect the views and ideas of others
• Works in a straight-forward, collaborative and inclusive way and is non-political
• Tenacious, in the pursuit to delight our users. 
• They strive for excellence in all they do and always look to improve our service and product;
• Regularly seeks to turn ideas into action and injects creativity into every touch point. They question common practice to challenge the norm
• Always has a can-do attitude and a positive viewpoint
• Takes ownership and always delivers against what is agreed
• Is able to have supportive conversations when things go wrong and take learnings from these events
• Able to work in a fast paced, sometimes pressured environment, while maintaining a calm professional outlook
• Experience of leading a multi-national team of IT support engineers across multiple time zones
• Experience in growing an IT function to scale with a fast growing organization
• Good technical background in modern, cloud based, IT systems

NICE TO HAVE

• TIL training or experience

WHAT WE OFFER

• Competitive salary package including annual bonus scheme
• Accrued PTO of 20 days + public holidays
• Medical, dental and vision plans
• Access to flexible spending account and health savings account 
• Competitive retirement plan
• Flexible working hours/remote working options
• Weekly remote yoga sessions

WORKING AT BABYLON 

Whether you work in one of our amazing offices or a distributed team, Babylon is highly collaborative and fun! You’ll have a chance to work in a fast-paced environment with experienced industry leaders. We have a learning environment where you can make an impact.

WHO WE ARE

We are a team on a mission, to put accessible and affordable healthcare in the hands of every person on earth. Our mission is bold and ambitious, and it’s one that’s shared by our team who shares our values, to dream big, build fast and be brilliant. To achieve this, we’ve brought together one of the largest teams of scientists, clinicians, mathematicians and engineers to focus on combining the ever-growing computing power of machines, with the best medical expertise of humans, to create a comprehensive, immediate and personalized health service and make it universally available.

At Babylon our people aren’t just part of a team, they’re part of something bigger. We’re a vibrant community of creative thinkers and doers, forging the way for a new generation of healthcare. We’re only as good as our people. So, finding the best people is everything to us. We serve millions, but we choose our people one at a time…

DIVERSITY AT BABYLON

We believe that difference inspires a better, healthier world. That’s why it’s at the heart of everything we do. From our people to our products, difference enriches every part of our business and creates a culture based on equality of opportunity, and in which all Babylonians can progress their careers. We’re committed to creating an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, colour, religion, sex, pregnancy status, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, and any other characteristic protected by applicable law.