Head of Support Operations

4 days ago


Middlesbrough, Middlesbrough, United Kingdom 83zero Full time £75,000 - £95,000
Head of Support Operations

83zero is seeking an experienced Head of Support Operations to drive the delivery of reliable, resilient, and secure technology services. As the Head of Support Services, you will be responsible for leading the IT service desk, ensuring the availability and reliability of systems, processes, and platforms that power day-to-day operations.

The ideal candidate will have 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 is essential. Knowledge of ITIL or ISO20000-based service delivery functions and experience implementing ITIL v4 practices are also required. IT budgeting, risk management, and vendor management are highly valued skills.

In this role, you will lead and develop the IT support services team through coaching, mentoring, and training. You will 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. Driving continuous service improvement using metrics, KPIs, and customer feedback is also key. Estimated salary: £70,000 - £90,000 per annum.

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