Head of IT Support

JOB TYPE: PERMANENT

JOB ID: 41256

SALARY TYPE: ANNUAL

SALARY RANGE: From GBP £50,000.00 to GBP £55,000.00

Vacancies: 1

ADDED DATE: 23-02-2024

JOB DESCRIPTION:

Head of IT Support Services

Permanent – Salary up to £55,000 + Annual Bonus + + Excellent Company Benefits

2 days Onsite at HQ (Gloucestershire) – 3 days Working from home –

*Successful candidates must hold a UK driving licence & have a vehicle*

We have a very exciting new opportunity to join a market leading IT solutions provider covering clients based in the South West UK area.

As the Head of IT Support, the successful candidate will be overseeing all IT Support Services across teams of 1st Line, 2nd Line, 3rd Line and Field Services, will each departments Team Leads directly reporting into.

As well as overseeing all KPIs and Objectives are adhered too, this candidate will be working closely with the Senior IT Leadership team to create, develop and identify further strategies towards building on top of the already progressive successes.

We are looking for candidates who have experience in all aspects of IT Operations in Support Services for an MSP. This would also suit a Service Delivery Manager, or Service Desk Manager, with experience having worked in a fast paced, Managed Services Provider

Essential Skills and Experience

• 5 years + experience in a Service Desk Manager, Service Delivery Manager or Head of IT Support Services, ideally a background working in a Managed Services Provider
• ITIL Certification or experience of IT Service Desk practises, (CSI, PDCA etc)
• MCSE or other Microsoft Certifications

Daily Duties include, but not limited to:

• Leading a division, the Network Operations Centre, ensuring that various SLA’s are met, reviewing and setting challenging, but achievable KPI’s and objectives with direct reports and being a subject matter expert on complex incidents,
• Occasionally meeting with clients, being an escalation points for incidents or change and problem management, internally or externally
• Being a motivated and respected leader, reporting to the Senior Stakeholders contributing ideas and raising challenges to be addressed in view on being a positive impact to the business growth and Service Delivery.
• Review ongoing progress of all Operations Centre staff to ensure internal growth is being achieved technically, progression, development and staff retention
• Assisting with tender opportunities and identifying new opportunities where added value services could be delivered to new client prospects
• Training & developing those teams to ensure the necessary skill are there to supply the highest standards of technical support and customer service.
• Conducting service review meetings with sponsors and Senior stakeholders as required
• Reviewing existing processes, procedures and tooling for improvement
• Mentoring and developing those teams, serving as a sounding board for specific problem-solving challenges and offer encouragement and support.

Other requirements include:

• A smart, professional appearance
• Management experience within a day to day operations of a busy Service Desk / remote support function
• Have a technical background, an understanding of on premise solutions including Servers, Storage, Switching, Virtualisation and Cloud based technologies
• Previous experience of building effective working relationships, internally & externally
• Excellent communication skills, both verbal and written
• A can-do attitude with strong customer services skills
• Strong mentoring and leadership skills
• A calm and patient manner whilst working under pressure
• Excellent organisational skills, ability to manage large workloads and effectively delegate when necessary
• A strong desire to overachieve and excel within the company
• The ability to work within a team as well as on own initiative
• Attention to detail