From 26th to 29th November

Digitec takes part in RSNA 2023

Service Manager

We are currently looking for a Service Manager who will be accountable for supervising our first-level Techical Support team and for managing second-level Service activities first hand.

As the Service Manager you will be reporting directly to our Head of Operations, while working closely with both R&D and Quality departments, and you will be responsable for improving our customer service standards.

Main responsibilities:

  • Plan, co-ordinate and oversee the interventions and activities of our first-level Techical Support team
  • Manage second-level Service activities in order to guarantee excellent costumer service
  • Make sure each and every request is addressed promptly and effectively
  • Guarantee that team members are duly trained and able to assist costumers effectively
  • Set up, manage and maintain the ticketing management software structure
  • Identify recurring issues and implement solutions to improve customer experience
  • Create and analyse KPIs to monitor the department and to find new ideas for improvement
  • Keep Service Agreements up to date while collaborating with our Legal Department to draft new ones
  • Develop department procedures and keep them up to date according to processes in use
  • Work with R&D Team to seek and to implement suitable technical solutions to improve software and bug fix
  • Assist in drafting of requirements for the implementation of log files and any “statistical files”
  • Keep available log documentation up to date during official releases with R&D team support.
  • Develop or identify commercial tools for big data analytics
  • Cooperate with Quality Team to improve informative materials


  • Degree in Computer Science/Computer Engineering or similiar background
  • Ability to use monitoring and diagnostic tools to analyse system performance
  • Scripting skills for the automation of technical support processes
  • Knowledge and proven handling of PC hardware components
  • Exstensive knowledge of Windows operating system (LTSC version is preferable)
  • Thorough knowledge of computer networks, communication protocols and network configurations
  • Experience in database management and client-server applications
  • Proven experience in managing a service team
  • Typical problem solving approach of IT service at hw and sw level
  • Excellent command of English language
  • Willing to travel both nationally and internationally if required (not very often)


  • Knowledge of monitoring and diagnostic tools (log analysis) within x-ray imaging industry
  • Brief experience in software developement
  • Knowledge of hospital network infrastructure and of DICOM protocol

The successful candidate should have:

  • Strong problem solving ability
  • Strong management and leadership skills, ability to motivate and inspire the team
  • Excellent communication skills and the ability to establish and mantain strong rapports with customers

Like everyone in Digitec, you will promote our core values: Integrity, Vision, Teamwork, Innovation, Leanthinking e Passion.

What will you get in return?

  • Induction
  • Challenging work environment, constantly evolving
  • Empathy and humililty that make our team successful
  • Positive working environment where everyone is motivated to give his/her 100%
  • Opportunity to work for an industry with a huge impact on society, with the ambition to make a difference in radiology
  • Training programm to enhance technical and soft skills
  • Opportunity to climb the ladder
  • Flexible hours and opportunity to work from home
  • Changing rooms and showers within Company premises that allow staff to train during their lunch break
  • Free coffee

Let's work together