Head of IT Support Operations

1 week ago

London, Greater London, United Kingdom In Technology Group Full time £70,000

In Technology Group is a leading recruitment agency seeking an experienced Head of IT Support Operations to join our team in Chobham. This exciting opportunity offers a competitive salary of £70,000.

About the Company:

We are a dynamic MSP providing IT support services to clients across various industries. Our team is passionate about delivering high-quality services that meet the evolving needs of our clients.

The Ideal Candidate:

We are seeking a seasoned IT professional with a proven track record of delivering exceptional customer service and managing client relationships effectively. The successful candidate will have prior experience in management within an MSP environment and possess strong leadership and team management abilities.

Key Responsibilities:

  • Oversee the smooth operation of our systems, developing strategies for system security and reliability
  • Stay up-to-date with the latest technologies and industry trends
  • Manage a team of talented engineers
  • Monitor and track Key Performance Indicators (KPIs)
  • Build and maintain strong customer relationships, addressing issues promptly and communicating effectively throughout the service lifecycle
  • Ensure services are delivered in line with agreed Service Level Agreements (SLAs)
  • Analyse KPIs to assess service quality and identify areas for improvement
  • Collaborate with internal technical teams to provide customized IT solutions to clients
  • Efficiently manage resources to achieve cost-effective service delivery
  • Identify and implement process enhancements to boost service delivery efficiency
  • Act as the primary point of contact for assigned clients, building trust and ensuring their satisfaction
  • Maintain strong relationships with internal stakeholders to ensure seamless service delivery across the organization
  • Recognize opportunities for upselling and cross-selling IT support services to existing clients based on their evolving needs
  • Manage and mitigate risks related to service delivery

Requirements:

  • Bachelor's degree in Information Technology, Computer Science, or a related field
  • Prior experience in management within an MSP environment
  • Strong leadership and team management abilities
  • Proven track record of delivering exceptional customer service and managing client relationships effectively
  • Extensive technical knowledge of IT infrastructure, hardware, software, and networking concepts
  • Proactive and self-motivated, with a passion for delivering high-quality IT support solutions
  • Excellent problem-solving skills and ability to handle challenging situations professionally
  • Ongoing interpersonal and communication skills, with the ability to build rapport and trust with clients
  • Familiarity with IT service management frameworks (e.g. ITIL) is desirable
  • Strong analytical and project management skills
  • Up-to-date with industry trends, emerging technologies, and IT best practices to provide expert advice and recommendations
  • Proven ability to deliver high-quality services on time and within budget
  • Strong organizational skills with the ability to manage multiple clients and prioritize tasks effectively
  • Proficiency in using CRM systems and productivity tools

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