Head of Technical Services

Role Overview:

We are seeking a highly skilled and experienced Head of Technical Services to lead our technical operations, drive service excellence, and act as a key technical authority within the business. This role requires a strong technical leader with deep expertise in the Microsoft technology stack, exceptional troubleshooting skills, and the ability to instill customer confidence through outstanding technical delivery.

The successful candidate will have a strong service and support background, with responsibility for technical delivery, complex issue resolution, and ensuring the highest level of operational performance for our managed IT services clients.

Key Responsibilities:

• Technical Leadership: Lead and mentor operational teams, ensuring best practices and technical excellence across all service lines.
• Service & Support Management: Oversee the delivery of technical services, ensuring robust incident resolution and high-quality customer support.
• Complex Troubleshooting: Act as an escalation point for complex technical issues, leveraging deep technical expertise to diagnose and resolve problems efficiently.
• Technical Delivery Oversight: Ensure the successful delivery of managed IT services, working closely with internal teams to meet client expectations.
• Customer Engagement & Confidence: Serve as a trusted technical advisor to customers, building strong relationships and instilling confidence in our solutions.
• Operational Efficiency: Continuously improve processes, tools, and methodologies to enhance service efficiency and technical capabilities.
• Stakeholder Collaboration: Work closely with internal and external stakeholders to align technical services with business objectives and customer needs.

Key Requirements:

• Proven experience in a technical leadership role within a managed IT services or enterprise support environment.
• Strong expertise in the Microsoft technology stack, including Azure, Microsoft 365, Windows Server, Active Directory, and related technologies.
• Extensive background in service management, technical delivery, and troubleshooting complex IT issues.
• Strong understanding of ITIL principles and best practices for service management.
• Excellent leadership skills with a track record of building and developing high-performing teams.
• Ability to communicate complex technical concepts to both technical and non-technical stakeholders.