My client are an award winning MSP who are seeking a highly experienced Head of Support Services to lead and scale a multi-tier IT support function in a demanding, customer-focused environment.
This senior leadership role is responsible for service delivery, technical escalation, cyber security ownership, and the ongoing development of support managers and engineers. You’ll sit within the senior management team and play a key role in shaping service strategy, tooling, and operational excellence.
Key responsibilities
* Lead and oversee all Support Services functions, ensuring delivery of high-quality, customer‑centric IT support to internal and external stakeholders.
* Manage, mentor, and develop Support Managers and technical teams, driving performance against agreed KPIs and SLAs.
* Act as the senior technical and client escalation point, ensuring timely resolution of complex incidents and service issues.
* Own and continuously improve the IT support operating model, embedding ITIL best practices and driving continual service improvement.
* Oversee resource planning, capacity management, and rota scheduling to maintain optimal service coverage.
* Drive service excellence through regular quality reviews, ticket audits, and performance reporting to Senior Management.
* Lead the management, optimisation, and reporting of the Halo PSA system, ensuring accurate data, streamlined processes, and meaningful insights.
* Champion cyber security best practice across Support Services, aligning processes with industry standards and promoting cyber awareness to clients.
* Collaborate closely with technical and senior leadership teams to support infrastructure, cloud, and end‑user service strategies.
Their technical stack:
* Identity & access management: Conditional Access, MFA, device compliance
* Security: email security, endpoint protection, patching, phishing awareness platforms
* Cloud & collaboration: Teams, SharePoint, Citrix
* Scripting & automation: PowerShell, process automation to reduce manual effort
* Backup, disaster recovery and business continuity planning
About you
* 5+ years leading IT support or service delivery functions
* Strong stakeholder management and commercial awareness
* Confident supporting and engaging senior executives
Please apply for this role with your most up to date and relevant CV
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