Head of IT Support Services

2 days ago

Middlesbrough, Middlesbrough, United Kingdom 83zero Full time
Job Title: Head of Support Services

We are seeking an experienced IT professional to lead our Support Services team 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.

About the Role:

As the Head of Support Services, you will lead the IT service desk, ensuring the availability and reliability of the systems, processes, and platforms that power day-to-day operations. You will collaborate with teams from Customer Services, Solution Delivery, and Engineering to anticipate and meet the evolving IT demands driven by digital transformation initiatives.

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.

Desirable Skills:

  • Experience implementing ITIL v4 practices.
  • Knowledge of the UK construction industry and its supply chain.
  • Experience in IT budgeting, risk management, and vendor management.

We are looking for a highly skilled and experienced IT professional to lead our Support Services team and drive service excellence at 83zero.

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