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- Tasks: Lead a dynamic IT service delivery team and ensure exceptional client outcomes.
- Company: Adept Resourcing connects companies with top talent for innovation and growth.
- Benefits: Enjoy a collaborative work environment and opportunities for professional development.
- Why this job: Shape a high-performing team while driving ambitious goals in a fast-paced industry.
- Qualifications: Experience in leading technical support teams and managing service desk operations is essential.
- Other info: Immediate consideration for motivated individuals ready to make an impact.
The predicted salary is between 48000 - 84000 £ per year.
Are you a leader seeking an opportunity to shape and develop a high-performing IT service delivery team? As the Head of Service Delivery for our client, you'll be responsible for overseeing the daily operations of the Support Teams, ensuring exceptional leadership, and fostering collaboration with other departments to achieve the broader objectives of the Operations Department. With our client's expansion into new regions, they're looking for motivated individuals to help drive their ambitious goals.
The role:
- Lead the service delivery team, ensuring top-notch outcomes for clients within the IT Solutions team.
- Oversee dashboard reporting for ticketing performance (Zendesk).
- Manage the Incident Management process, including after-hours support.
- Ensure all SLAs and KPIs are consistently met.
- Collaborate with sales and provisioning teams on new projects.
- Coach and guide team performance through reviews and feedback as needed.
- Handle line management duties, including 1:1 meetings, appraisals, and rota management.
Ideally, you will have experience with:
- Leading teams in a fast-paced technical support environment.
- Managing service desk operations across all levels.
- Strong decision-making skills.
- Client relationship management and engagement.
- Incident management and resolution.
- Achieving SLA and KPI targets, with experience in reporting.
- In-depth knowledge of IT systems and service management best practices.
Apply now for immediate consideration!
Head Of Customer Care (IT MSP) employer: Adept Resourcing Engineering Ltd
Contact Detail:
Adept Resourcing Engineering Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head Of Customer Care (IT MSP)
✨Tip Number 1
Familiarise yourself with the latest trends in IT service delivery and customer care. Understanding current best practices will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Network with professionals in the IT MSP sector. Attend industry events or join relevant online forums to connect with others who can provide insights or even referrals for the position.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led teams in high-pressure environments. Highlighting your leadership style and decision-making skills will be crucial during any discussions.
✨Tip Number 4
Research the company’s recent projects and initiatives. Being knowledgeable about their goals and challenges will allow you to tailor your conversations and show how you can contribute to their success.
We think you need these skills to ace Head Of Customer Care (IT MSP)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your leadership experience in IT service delivery. Focus on specific achievements related to managing support teams, meeting SLAs and KPIs, and any relevant technical skills.
Craft a Compelling Cover Letter: In your cover letter, express your passion for leading high-performing teams. Mention your experience with incident management and client relationship management, and how these align with the company's goals.
Showcase Relevant Experience: When detailing your work history, emphasise your roles in fast-paced technical support environments. Include examples of how you've successfully managed service desk operations and improved team performance.
Highlight Collaboration Skills: Since the role involves collaboration with sales and provisioning teams, mention any past experiences where you worked cross-functionally. This will demonstrate your ability to foster teamwork and achieve broader objectives.
How to prepare for a job interview at Adept Resourcing Engineering Ltd
✨Showcase Your Leadership Skills
As a candidate for the Head of Customer Care, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully led teams in fast-paced environments, focusing on specific outcomes and improvements you've driven.
✨Familiarise Yourself with Key Metrics
Understanding SLAs and KPIs is essential for this role. Be ready to discuss how you've previously achieved these targets and how you would approach monitoring and reporting on ticketing performance using tools like Zendesk.
✨Highlight Collaboration Experience
This position requires collaboration with various departments. Share instances where you've worked closely with sales or provisioning teams on projects, emphasising your ability to foster teamwork and achieve common goals.
✨Prepare for Incident Management Scenarios
Since incident management is a key responsibility, think about past experiences where you've effectively managed incidents. Be prepared to discuss your approach to resolution and how you ensure after-hours support is handled efficiently.
