Service Centre Unit Lead (L2)

This is an internal opportunity open exclusively to current Apeiro L2 National Service Desk Agents. The Service Centre Unit Lead is a senior operational role that builds on the Agent position — you will continue to handle incidents and service requests while additionally taking on responsibility for coordinating your shift unit, driving quality standards, and providing leadership support to your team.

• Receive, analyze, and resolve incidents escalated from the Level 1 Call Centre 147.
• Conduct root cause analysis for functional and operational issues affecting TaifaCare platforms.
• Resolve configuration, access, workflow, and data-level issues without requiring technical escalation.
• Coordinate escalation to Level 3 technical teams when system-level intervention is required.
• Validate resolution effectiveness with county teams and end users before closing tickets.
• Maintain detailed documentation of troubleshooting steps, resolution actions, and incident outcomes.
• Process access provisioning, role configuration requests, and approved system-level changes.
• Maintain a comprehensive audit trail for all service requests and ensure timely fulfilment within defined SLAs.
• Maintain effective communication with Level 1 Call Centre agents and county support teams on escalated cases.
• Provide regular status updates to users and stakeholders on open incidents and service requests.
• Coordinate daily activities and ticket workflows within the assigned unit or shift team.
• Conduct shift briefings and handover meetings to ensure continuity of service.
• Monitor team workload distribution and assist with ticket balancing across the support unit.
• Provide guidance and support to team members handling complex incidents.
• Monitor ticket quality, resolution accuracy, and documentation standards across the unit.
• Conduct quality checks on resolved tickets to ensure compliance with SOPs and SLA requirements.
• Track unit SLA compliance across all priority levels P1–P4 and report on performance indicators, including First Contact Resolution FCR, Mean Time to Resolution MTTR, and escalation rates.
• Take the lead on P1 critical and high-impact P2 incidents by coordinating multi-team response and validating resolutions before closure.
• Participate in post-incident reviews and lessons-learned sessions for major incidents.
• Serve as the primary liaison between the support unit and the Service Delivery Manager, providing shift status updates and performance reports.
• Review knowledge base articles developed by team members and support the development and maintenance of Standard Operating Procedures SOPs.
• Champion continuous improvement of support processes and facilitate knowledge sharing within the support unit.
• Participate in the on-call rotation for after-hours P1 incident support.
• Ensure team adherence to information security, data protection, and confidentiality policies.

• Minimum of 2–3 years of experience in IT service desk, application support, technical support, or healthcare technology support environments.
• At least 1 year of hands-on experience providing Level 2 support, handling escalated incidents, troubleshooting functional and operational issues, and coordinating with Level 1 and Level 3 teams.
• Experience working in an SLA-driven service desk environment with exposure to incident management, ticket prioritization, escalation, and resolution tracking.
• Demonstrated experience supporting enterprise applications, healthcare information systems, or digital health platforms.
• Experience conducting root cause analysis, resolving complex incidents, and maintaining detailed troubleshooting and resolution documentation.
• Experience handling P1/P2 incidents and coordinating multi-team responses is an advantage.
• Demonstrated consistent performance against agreed Key Performance Indicators KPIs during the period of service.
• Bachelor's degree in Information Technology, Computer Science, Health Informatics, or a related field.
• Hands-on working knowledge of Apeiro platforms, including Provider Portal, SHA ERP, eClaims, and related systems.
• Familiarity with HMIS systems L5/L6, Practice 360, and Konvergenz ecosystem workflows.
• Understanding of the TaifaCare support hierarchy L0–L4 and established escalation pathways.
• Proficiency in the CRM and ticketing systems used within the National Service Desk.
• Strong root cause analysis and structured troubleshooting skills.
• Demonstrated ability to guide, mentor, and support peers within a team environment.
• Strong written and verbal communication skills, with the ability to engage effectively with both technical and non-technical audiences.
• Proven reliability in SLA-driven environments, with a high level of personal accountability and ownership.
• Ability to remain calm, decisive, and effective under pressure, particularly when managing P1 and P2 incidents.
• Strong commitment to accurate documentation, knowledge sharing, and continuous improvement.