Head of Support Services in Leeds

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 as Head of Technical Support. Reporting directly to the CTO, 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

• Strategic Leadership
  • 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.
• Service Excellence & Performance
  • Own operational performance across support services, including SLAs, OLAs and customer outcomes.
  • Drive service improvement initiatives, root cause analysis and operational maturity programmes.
  • Utilise operational metrics and trend analysis to identify opportunities and reduce service risk.
  • Improve visibility through effective reporting, dashboards and performance management frameworks.
  • Lead the development of the operational tooling and automation roadmap.
  • Drive improvements across ITSM platforms, monitoring solutions, observability tooling and operational analytics.
  • Identify opportunities to improve efficiency through automation, workflow optimisation and process redesign.
  • Support the adoption of emerging technologies and best practice operational methodologies.
  • Act as a senior operational stakeholder for strategic customers.
  • Support service reviews, major incident communications and customer-facing operational discussions.
  • Collaborate with Sales, Account Management and Pre-Sales teams to support growth opportunities and customer propositions.
  • Ensure new products and services transition effectively into BAU operations.
• People & Capability Development
  • Build leadership capability and succession plans within the NOC and SOC functions.
  • Support recruitment, onboarding, performance management and career development initiatives.
  • Create technical development and certification pathways to strengthen capability across the team.
  • Ensure appropriate resourcing and operational coverage to support a 24/7 environment.

What We're Looking For

We're looking for an experienced MSP leader who combines strong technical understanding with exceptional leadership capability and commercial awareness. You’ll likely bring:

• Significant experience leading Technical Support, Service Operations, NOC, SOC or Managed Services functions.
• Experience operating within a fast-paced MSP environment.
• Strong knowledge of networking, cloud infrastructure, cyber security operations and managed service delivery.
• A proven track record of improving operational performance, customer outcomes and service maturity.
• Experience managing large-scale support operations and driving organisational change.
• Strong understanding of ITIL principles, service management and operational governance.
• Excellent stakeholder management and communication skills.
• The ability to balance strategic thinking with hands-on operational leadership.

Why Join Communicate?

Opportunity to shape the future direction of Technical Support across a growing technology business. Direct exposure to executive leadership and strategic decision making. Influence over operational strategy, tooling, automation and service innovation. Investment in technology, people and continuous improvement. Private healthcare, life assurance and pension. 25 days holiday plus bank holidays, increasing with service. A collaborative and ambitious culture where your impact will be visible.