At a Glance
- Tasks: Lead and innovate in Technical Support, driving service excellence and operational efficiency.
- Company: Fast-growing Managed Service Provider delivering IT and Cyber Security services.
- Benefits: Competitive salary, leadership opportunities, and a chance to shape the future of tech support.
- Other info: Be part of a collaborative culture focused on growth and continuous improvement.
- Why this job: Join a dynamic team and make a real impact on customer experience and service delivery.
- Qualifications: Proven leadership skills and experience in technical support operations.
The predicted salary is between 80000 - 100000 £ per year.
At Communicate Technology, we're on an exciting growth journey. As one of the UK's fastest-growing Managed Service Providers, we deliver IT, Connectivity and Cyber Security services to over 500 businesses and 50,000 users nationwide. Backed by ambitious growth plans and continued investment, we're now looking for an exceptional leader to join our senior technology leadership team.
This is a strategically important role responsible for the leadership, performance and future direction of our Network Operations Centre (NOC) and Security Operations Centre (SOC) functions across the Group. This is far more than an operational management role. We are looking for someone who can define strategy, drive service excellence, lead transformational change and build a best-in-class support operation capable of supporting the next stage of our growth.
The Opportunity
As Head of Support Services, you will be responsible for creating and executing the strategic roadmap for Technical Support, ensuring our NOC and SOC functions remain scalable, efficient, secure and customer-focused. You will lead a multi-site operation, working closely with technical, commercial and leadership teams to improve service performance, optimise customer experience, increase operational maturity and drive continuous improvement across the business. You will also play a key role in shaping technology strategy, contributing operational insight, performance data and customer feedback into business planning and investment decisions.
Key Responsibilities
- Define and deliver the long-term vision and roadmap for Technical Support across the Group.
- Drive operational excellence and support the organisation's ambition to become a leading UK MSP.
- Contribute to technology strategy, service evolution and operational investment decisions.
- Provide regular operational reporting, KPI analysis and strategic insight to the executive team.
- Lead and develop high-performing NOC and SOC teams across multiple locations.
- Create a culture of accountability, collaboration, ownership and continuous improvement.
- Ensure service delivery consistently exceeds customer expectations and contractual commitments.
- Maintain oversight of major incidents, escalations and service risks.
Head of Support Services employer: Communicate Technology
At Communicate Technology, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Our commitment to employee growth is evident through continuous training opportunities and a clear pathway for career advancement, all while working in a fast-paced environment that values your contributions. Join us in our state-of-the-art facilities, where you will be part of a forward-thinking team dedicated to delivering top-notch IT services to a diverse range of clients across the UK.
