Head Of IT Customer Support

Location: Surbiton, Greater London

Salary: Competitive

Working hours: 0800 to 1700 Monday to Friday

Benefits: Health cover, 25 Days Holiday + BH, Flex Benefits (EMCOR UK discount scheme)

About EMCOR UK: At EMCOR UK, we revolutionise facilities management by combining our engineering heritage and innovation capability. We prioritise people in everything we do, collaborating closely with our customers to understand all their needs, from the big picture to day-to-day operations. Our purpose is to “create a better world at work”. Using our unique insight platform, "One Data World," we harness data-driven intelligence to make informed decisions, adapting our services to meet our customers’ evolving requirements. This allows us to cultivate an enhanced workplace experience for their teams whilst optimising efficiency, meticulously managing every asset, and minimising their impact on the planet. All supported by our commitment to safety, compliance, and assurance. Our partnering approach empowers our customers to shape a better future.

The Head of IT Customer Support will take ownership and accountability of the IT support team, undertaking the daily tasks needed to facilitate the smooth running of all aspects of IT support. Line management of the 1st & 2nd line technical support teams, along with elements such as 3rd party management, financial management and strategic decision making, are all key aspects in the successful delivery of the position. This role is pivotal to the successful management and daily running of the EMCORUK wide IT estate.

• Lead and manage the IT customer support team, ensuring the delivery of exceptional service across various support channels (phone, email, portal, ticketing system).
• Develop and implement customer support strategies, processes, and best practices to enhance customer satisfaction and operational efficiency.
• Oversee the resolution of complex technical issues, ensuring timely and accurate solutions to both internal and external customers.
• Establish and monitor key performance indicators (KPIs) for the customer support team, including response times, resolution rates, and customer satisfaction metrics.
• Design and implement processes & policies for the organisation, aligning with overall business strategy and objectives.
• Drive continuous improvement initiatives to optimize customer support workflows, tools, and resources.
• Collaborate with Infrastructure, Business Systems and Information Security teams to identify recurring issues and proactively address potential problems.
• Provide leadership, coaching, and mentorship to the support team, promoting a culture of professional development and teamwork.
• Act as the escalation point for complex or high-priority customer issues, ensuring a swift and effective resolution.
• Maintain and update knowledge base content, ensuring accurate and up-to-date information for both customers and support agents.
• Analyse customer feedback, support trends, and system performance data to drive improvements in product and service offerings.
• Strong leadership experience, including hiring and mentoring talent, skills evaluation, succession planning, skills development, ensuring productivity and engagement.
• Design, implement, and maintain the Service Desk and Desktop technology roadmaps with senior management.
• Oversee the implementation, delivery and administration of IT systems, services, and technologies.
• Work with senior IT leaders to drive adoption of modern technologies and processes to create efficiencies in maintaining IT systems.
• Responsible for defining and implementing reports across all IT support activities, inc. the development and production of Power Bi dashboards to aid ticket management.
• Actively participate in the design of information and operational support systems, remaining fully engaged in hands-on implementation.
• Own the starters, movers & leavers processes, ensuring all aspects are followed in an accurate and timely manner, paying particular focus to the aligned asset management processes.
• Own Desktop software and hardware asset management, ensuring compliance with best practice, accreditation requirements and licensing laws.
• Handle escalations as appropriate.
• Coordinate internal IT teams and other third-party support vendors to resolve complex issues.
• Lead the configuration of our new ITSM system (ServiceNow) in Q1.
• Provide leadership in driving forward new and existing IT department projects, demonstrating an ability to work efficiently within tight deadlines.
• In conjunction with the Head of Information Security deliver a comprehensive assurance framework for the Service Desk and Desktop environments, recognising the regulated nature of the business and parent organisation.
• Engage and participate in the change management process for all IT systems, ensuring proper planning, testing and communication of changes.
• Develop and maintain IT disaster recovery and business continuity plans to minimise disruptions, ensuring resilience of critical systems & operations in the event of unforeseen emergencies.
• Experience in vendor selection, management and contract negotiation for IT services, hardware, and software procurement.
• Manage budgets and resources for the customer support function, ensuring cost-effectiveness while maintaining high service levels.
• Direct reports – 9.
• Financial responsibility – PO raiser and budget contributor.
• Extensive Management of multiple 3rd party providers.
• Proven experience in IT customer support, with a track record of managing support teams and delivering excellent customer service in a technology-driven environment.
• Strong technical understanding of IT systems, software, and services to guide your team in resolving complex technical issues.
• Exceptional leadership and team management skills, with the ability to motivate, mentor, and develop high-performing support teams.
• Excellent communication and interpersonal skills, with the ability to engage and build relationships with customers and internal stakeholders.
• Analytical mindset with the ability to assess data, identify trends, and implement improvements based on customer feedback.