MCS Group is delighted to be partnering with a growing software business as they appoint a Head of Client Support. This is a senior role, with opportunity for a leader within application support to shape and scale a modern support function, combining exceptional client service with intelligent automation, operational excellence and strong people leadership.
You will take full ownership of the support strategy, develop a high-performing team and build a scalable service model capable of supporting a growing enterprise client base.
The Role
- The Head of Support will define and deliver the Support strategy for a growing client base.
- You'll lead, coach and develop the support team.
- You'll own service performance, SLAs and customer satisfaction.
- Act as the senior escalation point for key clients.
- Improve incident, problem and escalation management.
- Introduce stronger reporting, analytics and performance measures.
- Reduce recurring issues through effective root-cause analysis.
- Improve workflows, processes and support tooling.
- Drive greater use of AI, automation and self-service across the support team.
- Work closely with Product, Engineering, Delivery and Customer Success
- Represent the voice of the customer across the wider business
The Person
- Leadership experience within Client Support, Technical Support, Service Delivery or Customer Operations.
- Experience supporting enterprise customers within a software or technology business.
- A track record of improving service quality and operational performance.
- Strong people management, coaching and team development experience.
- Experience managing customer escalations and major incidents.
- A data-led approach to support metrics, reporting and decision-making.
- Experience improving support processes, workflows and platforms.
- Strong stakeholder management and communication skills.
- Experience with Zendesk, AI-enabled support tools, automation or knowledge-centred service would be particularly valuable.
- Up to £70,000 plus benefits.
All conversations will be treated in the strictest of confidence.
Head of Support employer: MCS Group | Your Specialist Recruitment Consultancy
Join a well-established Managed Service Provider in County Tyrone, where you will be part of a friendly and collaborative team that values customer service and technical excellence. With opportunities for ongoing development and exposure to Level 2 responsibilities, this role is perfect for those looking to grow their IT support career in a supportive environment. Enjoy a competitive salary and the chance to work alongside experienced engineers dedicated to your professional growth.
Contact Details:
MCS Group | Your Specialist Recruitment Consultancy Recruitment Team
