Head of IT Operations Support

18 hours ago


Winchester, Hampshire, United Kingdom Shaw Daniels Solutions Full time

About Shaw Daniels Solutions

We are a leading provider of innovative technology solutions, and we are seeking an experienced Head of IT Operations Support to join our team. As a key member of our IT department, you will be responsible for overseeing the operations of our IT Service Desk, ensuring that our customers receive exceptional service and support.

Job Summary

The successful candidate will have a strong background in IT service management, with experience in managing a team of technical support specialists. You will be responsible for providing strategic direction and oversight to your team, as well as developing and implementing processes and procedures to ensure efficient and effective service delivery.

Responsibilities

  • Oversight of the IT Service Desk, including planning, coordination, and control of all aspects of the service desk function
  • Leadership and management of a team of technical support specialists, providing coaching, mentoring, and performance management
  • Development and implementation of processes and procedures to improve service delivery and quality
  • Collaboration with other departments to ensure alignment and integration of IT services with business objectives
  • Ensuring compliance with ITIL best practices and industry standards
  • Analysis of data and metrics to identify trends and areas for improvement, and development of plans to address them

Requirements

  • 7+ years of experience in IT service management, with a focus on leadership and management
  • Proven track record of improving service delivery and quality through process improvements and team leadership
  • Strong leadership and management skills, with ability to coach and mentor team members
  • Excellent communication and interpersonal skills, with ability to collaborate with cross-functional teams
  • ITIL Foundation certification (ITIL 4 preferred)
  • Ability to analyze data and metrics to drive business decisions

Salary: £70,000 - £80,000 per annum, depending on experience

Benefits: Comprehensive benefits package, including health insurance, retirement plan, and paid time off



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