Head of IT Support and Services

3 weeks ago

Middlesbrough, Middlesbrough, United Kingdom 83zero Full time
About the Role

We are seeking an experienced IT professional to lead our IT support team and ensure the smooth operation of technology services at 83zero, a forward-thinking UK-based software company.

As the Head of Support Services, you will be responsible for delivering reliable, resilient, and secure technology services across the business. You will lead the IT service desk, ensuring the availability and reliability of the systems, processes, and platforms that power day-to-day operations.

Key Responsibilities
  • Lead and develop the IT support services team through coaching, mentoring, and training.
  • Manage service level agreements (SLAs) with internal and external stakeholders.
  • Maintain and update the service catalogue and asset inventory for internal users and business units.
  • Drive continuous service improvement, using metrics, KPIs, and customer feedback to assess performance.
  • Oversee the change management process, ensuring changes are controlled to minimise disruption.
  • Manage service incidents and problems, ensuring swift resolution and clear communication.
  • Monitor and manage IT service capacity and performance to meet future demand.
  • Ensure compliance with industry standards and regulations governing IT services.
  • Promote a culture of continuous improvement within the IT service delivery function.
Requirements
  • Proven experience in IT service delivery, ideally within a technology or managed services environment.
  • A strong track record of managing changes to IT services with minimal disruption.
  • Leadership experience with excellent communication and interpersonal skills.
  • Knowledge of ITIL or ISO20000-based service delivery functions.
  • Experience in presenting at CIO/Board level.
  • Experience implementing ITIL v4 practices.
  • Knowledge of the UK construction industry and its supply chain.
  • Experience in IT budgeting, risk management, and vendor management.

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