Head of IT Technical Support Services / Senior Service Desk Manager

Head of IT Technical Support Services / Senior Service Desk Manager

We are seeking a highly motivated and experienced Head of IT Technical Support Services / Senior Service Desk Manager to lead the company’s Helpdesk team, consisting of Team Leaders, 1st, 2nd and 3rd Line Support Analysts and Network Engineers.

The ideal candidate will possess a strong track record in team leadership, with the ability to inspire and nurture the professional development of individual team members. A process-oriented mindset is essential, as is a commitment to building a centre of excellence within the team. Commercial awareness is crucial, including a deep understanding of operational costs and a proactive approach to driving service delivery efficiencies. The role also requires a data-driven individual comfortable with performance analysis and reporting. Excellent client-facing skills are also a must, enabling effective communication to understand client needs and clearly articulate the value and scope of their support contracts.

SALARY: Competitive + Performance Related Bonus + Generous Benefits

LOCATION: Hybrid Working with your time split working from home and the office in the City of London (near Liverpool Street Station) - Days and times to be discussed during interview

JOB TYPE: Full-Time, Permanent

ONLINE TEST: As part of the application process, you will be required to complete an online IT assessment, which you will be taken to when you click the apply button. This assessment is designed to evaluate your technical skills and benchmark your capabilities against other applicants. Please allow sufficient time to complete the test when prompted. Your score will be displayed upon completion.

JOB OVERVIEW

We have a fantastic new job opportunity for a Head of IT Technical Support Services / Senior Service Desk Manager to play a key role in shaping the future direction of the Helpdesk Team. This is an excellent opportunity to drive efficiencies and implement service improvements for both customers and the wider function.

Your duties as the Head of IT Technical Support Services / Senior Service Desk Manager include:

1. Leadership & Strategy: Provide strategic direction, fostering accountability and innovation. Champion ITIL, developing a service strategy and roadmap. Promote a client-centric ethos and ensure ISO27001 compliance.
2. Team Management: Line manage team leaders, developing high-performing teams. Drive continuous improvement through coaching, training, and performance management. Manage KPIs, training budgets, and recruitment.
3. Performance & Resource Management: Deliver weekly performance reports. Proactively manage resource needs and collaborate on scalable solutions.
4. Service Improvement: Drive service improvements and reduce incident volumes. Promote self-service tools and optimise service delivery costs. Forecast demands, chair the Change Advisory Board (CAB), and foster continuous improvement aligned with ITIL and ISO27001.
5. Client Management: Lead service desk onboarding for new clients, act as escalation point, and solicit feedback. Support Account Managers with reporting and improvement plans. Represent IT support in sales meetings with prospective clients.

CANDIDATE REQUIREMENTS

As the Head of IT Technical Support Services / Senior Service Desk Manager you will have the following:

1. Holds an ITIL Practitioner qualification.
2. Has a demonstrable history of successfully leading, coaching, and developing staff within a high-volume service desk setting.
3. Possesses a proven track record of effective prioritisation within a tiered support structure.
4. Has demonstrably improved service desk performance through the implementation of impactful KPIs.
5. Commands a strong professional presence and can effectively influence stakeholders at all organisational levels.
6. Communicates with gravitas and confidence, engaging senior management effectively.
7. Is highly motivated and results-oriented, with the ability to inspire and motivate teams under pressure.
8. Exhibits strong analytical skills, blending strategic vision with creative problem-solving.

APPLY TODAY…

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JOB REF: AWDO-P13107