Head of Technical Support

Job Title: Technical Support Manager / Head of Technical Support Location: Remote (UK Hours) Employment Type: Full-time Reports to: Technical Director Industry: Medical Automation Software (SaaS) About JifJaff JifJaff is a fast-scaling UK-based SaaS company delivering cutting-edge medical automation solutions to the NHS & Healthcare int he UK. Our mission is to reduce administrative burden and improve patient safety through intelligent automation. As demand rapidly increases, we're expanding our support team to meet the needs of an ever-growing client base. Role Overview We are seeking an experienced Technical Support Manager to lead and evolve our technical support function. This is a pivotal, high-pressure role with significant responsibility and influence. You'll manage all inbound technical issues, lead escalation processes, prioritise resolutions, and serve as a key communication bridge between our technical teams and client practices. Key Responsibilities Oversee day-to-day technical support operations across all product lines Manage issue triage, prioritisation, resolution timelines, and internal escalations Ensure clear, professional, and timely communication with NHS and private healthcare clients Collaborate closely with the Technical Director and Product teams to improve issue tracking and product stability Monitor support trends and propose strategies for proactive support and product improvements Required Skills & Experience Exceptional written and spoken English; must be able to communicate with clinical and non-clinical audiences Minimum of 3 years experience in a technical support leadership role within a SaaS environment Strong understanding of software support lifecycles, ticketing systems, and customer success metrics Deep technical product knowledge and proven ability to learn complex medical software quickly Calm under pressure, highly organised, and confident in managing escalations and setting expectations Nice to Have (Preferred Qualifications) Experience in the UK healthcare or medtech sector Familiarity with NHS digital systems (e.g., EMIS, SystmOne, Docman) ITIL or similar certification in service management What We Offer Opportunity to shape and scale a core function in a fast-growing company A role with significant autonomy and visibility across the organisation Competitive salary and performance incentives Exposure to high-impact NHS technology programmes A collaborative, mission-driven team culture Show more Show less