Head of IT Support and Service Management
2 weeks ago
Creditsafe is looking for a skilled Head of IT Support and Service Management to lead our team in Cardiff. This is a challenging role that requires the individual to be present in the office throughout the week.
Our industry-leading solutions empower companies to become stronger, grow faster, and thrive. The successful candidate will oversee the day-to-day operations of the Deskside Engineering team across our global offices, providing maternity cover for the current Deskside Engineering Manager.
Key responsibilities include:
- Leading the Deskside Engineering team to deliver high-quality support and ensure customer satisfaction.
- Encouraging the use of Artificial Intelligence to enhance team productivity and efficiency.
- Developing training programs and documentation to empower staff to find solutions independently.
- Creating and improving service management processes to increase efficiency.
- Acting as a point of escalation for service issues, collaborating with the team to resolve complex challenges.
- Supporting team members' professional growth through coaching and mentoring.
- Working with other departments to align service management activities with company goals.
Required skills and qualifications include:
- Experience in IT support with a background in team leadership or management.
- Proficiency in Windows and Mac operating systems, Office applications, hardware troubleshooting, and network fundamentals.
- Certifications such as ITIL, Lean Six Sigma, CompTIA A+, or MCP are advantageous.
The salary for this position is estimated to be around £60,000 - £70,000 per annum, depending on experience. Benefits include a competitive salary, company laptop, bonus scheme, 25 days of annual leave plus bank holidays, hybrid working model, healthcare and company pension, cycle-to-work scheme and wellbeing program, global company events, e-learning and career progression opportunities.
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