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For Companies At a Glance
- Tasks: Lead a team of IT Support Engineers to deliver exceptional customer service across multiple sites.
- Company: Rapidly expanding premium flexible workspace provider with a focus on hospitality and wellness.
- Benefits: Competitive salary, 25% bonus, and opportunities for professional growth.
- Why this job: Shape the future of IT support in a dynamic, customer-focused environment.
- Qualifications: Proven leadership in IT support, strong technical knowledge, and experience with ITIL processes.
- Other info: Join a vibrant company that values innovation and operational excellence.
The predicted salary is between 75000 - 78000 £ per year.
A rapidly expanding, premium flexible workspace provider is searching for a Head of IT Support Services. This established UK-based company manages a large portfolio of distinctive, high-spec locations across major cities in the UK and Europe. Supporting a community of tens of thousands of members, the company provides signature hospitality and wellness-focused environments for teams ranging from scaling ventures to established global brands.
Overview
The Head of IT Support Services will take ownership of the critical, customer-facing support function across all sites, ensuring exceptional service and operational reliability.
Responsibilities
- Lead, coach, and develop a geographically dispersed team of 8 IT Support Engineers.
- Implement ITIL/ITSM best practices to streamline support processes, improve incident resolution, and enhance client reporting.
- Set the standard for customer experience, ensuring high availability and performance of IT services across multiple sites.
- Act as the senior technical escalation point for issues impacting client networks and workspace technologies.
- Manage and organise the Out of Hours support rota for critical customer issues.
- Produce and publish weekly and monthly client IT Support performance statistics.
- Work with infrastructure teams to drive improvements and efficiencies based on frontline support feedback.
- Maintain accurate site documentation for all support teams.
- Work with complex network (Ruckus, Meraki, Cisco) and AV/VC (Yealink) technologies.
Experience and qualifications
- Proven career progression from hands-on technical IT roles into team leadership or management.
- Strong background in multi-site, customer-facing IT support and infrastructure.
- Experience leading and mentoring a dispersed support team.
- Hands-on technical knowledge of current WiFi, LAN, PC operating systems, and hardware standards.
- Expertise in implementing and working within ITIL/ITSM processes (e.g., ServiceNow or equivalent).
- Familiarity with collaboration and conferencing platforms (Microsoft 365, Teams, Zoom Rooms).
- Ability to balance technical depth with excellent verbal and written communication for senior stakeholder and client engagement.
Are you an experienced IT Support Leader ready to define the service standard for a premium, fast-growing workspace provider? Do you thrive in a customer-focused environment where operational excellence is paramount? Please apply!
Head of Technical Support in London employer: Burns Sheehan
Contact Detail:
Burns Sheehan Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Technical Support in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Head of IT Support Services role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for interviews by brushing up on your technical knowledge and leadership skills. Be ready to discuss how you've implemented ITIL best practices and led teams in the past. We want to see your passion for customer service and operational excellence shine through!
✨Tip Number 3
Showcase your experience with multi-site support and complex network technologies during interviews. Bring examples of how you’ve improved incident resolution and client reporting. This is your chance to demonstrate that you can set the standard for exceptional service!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand. Let’s get you that dream job together!
We think you need these skills to ace Head of Technical Support in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Head of IT Support Services role. Highlight your leadership experience, technical knowledge, and any ITIL/ITSM practices you've implemented.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about IT support and how your background makes you the perfect fit for our team. Don't forget to mention your experience with multi-site support!
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to lead teams and improve service delivery. Numbers and statistics can really make your application stand out!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Burns Sheehan
✨Know Your ITIL Inside Out
Make sure you brush up on ITIL and ITSM best practices before the interview. Be ready to discuss how you've implemented these processes in your previous roles, as this will show your understanding of streamlining support and improving incident resolution.
✨Showcase Your Leadership Skills
Prepare examples of how you've led and developed a team in a multi-site environment. Highlight specific instances where your coaching made a difference, as this role requires strong leadership to manage a geographically dispersed team.
✨Demonstrate Technical Proficiency
Familiarise yourself with the technologies mentioned in the job description, like Ruckus, Meraki, and Cisco. Be ready to discuss your hands-on experience with these systems and how you've tackled technical challenges in the past.
✨Emphasise Customer Experience
Since this role is customer-facing, prepare to talk about how you've set standards for customer experience in your previous positions. Share specific metrics or feedback that demonstrate your commitment to exceptional service and operational reliability.
