Service Desk Manager

Head of IT Service Delivery

Please note this role is full onsite, with no scope for remote or hybrid working.

• Excellent Benefits package offered
• Generous holiday allowance.
• Free daily parking if required.
• !0 min walk from train station.
• Flexible working arrangements (school run etc)

Our client is in urgent need of a motivated and experienced Head of IT Service Delivery to lead their UK Technical Support Team.

Reporting to the CTO, this role is a key leadership position.

The person leaving is head of technical support, however, our client would like the new person to be more "Head of Product Ops" which they feel more closely reflects that the successor to the role will not only be supporting issues but helping with new deployments etc. so an emphasis on configuration for customers, IT support tends to just deal internally, whereas this role could be much more outward facing.

In reality the successful candidate probably won’t get too close to the systems, the role will be much more using our clients web based systems.

Ideally, our client needs someone who is very customer care orientated who is technical, rather than a technical person who is customer facing, if that makes sense.

The IT bit is that most of the people have done the more traditional IT support route, so desktop support, then network/switches/routers. This role however is probably closer to advanced customer services, someone who maybe was on a support desk for a computer manufacture for example or similar, answering technical questions about both software and physical products. But has now moved into a lead function.

The role is critical to the seamless and successful delivery of projects, and develop and lead product support and operations capability. You will therefore ensure our clients software and hardware products are fully supported and configured when with customers. This would include working directly with customers to get the optimal system configurations along with ongoing support and updates to those systems.

The role is hand-on mainly, but with manager responsibility for a small team.

What you will be doing:

• You should possess strong technical knowledge to effectively assess and articulate issue impact, ensure appropriate troubleshooting techniques are applied throughout the issue lifecycle and identify outstanding challenges that could impact support.
• Process Improvement: Continuous improvement of technical support processes is crucial. The manager should identify areas for enhancement, implement best practices, and streamline workflows to optimise the efficiency of the team.
• Training and Development: The manager is responsible for the ongoing training and development of the technical support team members. This involves keeping the team updated on product enhancements, troubleshooting techniques, and industry trends.
• Reporting: Providing monthly and quarterly reports and updates regarding the performance of the Team. This may include presenting data on customer satisfaction, issue resolution times, and other relevant metrics.
• Working with the business team and new customers to define correct configuration of both hardware and software.
• Analysing trends of use of systems and providing feedback to the wider technical team on issues.
• Working with the software and hardware team on new features to present these to customers and the business team.
• Working with the technical team to become the expert in both hardware and software.
• Ensure that technical support is provided to Clients according to SLAs and agreed internal processes.
• Identify and evaluate opportunities for improvements in company processes.

What we're looking for:

• Minimum 3 years' demonstrable industry experience in leading a technical service desk function within a business.
• Prior experience in a technical role.
• Candidates should have a background in providing technical assistance to customers, troubleshooting issues, managing support processes and managing technical teams.
• Leadership Experience.
• Ideally a Bachelor’s Degree in a Technical subject, or similar/equivalent qualification, although this could be overlooked for strong experience.

Job Types: Full-time, Permanent

Pay: £55,000.00-£67,000.00 per year