Head of IT Support and Service Management

2 weeks ago


Cardiff, Cardiff, United Kingdom Creditsafe Full time

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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