The Opportunity
An ambitious and growing business is seeking a Head of IT Service & Support to shape, modernise and lead its IT support function during a significant period of growth and change.
This is a rare opportunity to join a business that is investing heavily in its technology capability, operating model and employee experience. With strong backing from senior leadership, you will have the platform, autonomy and support to build a modern, high-performing service function that can scale with the organisation's future ambitions. This is not a role focused on maintaining the status quo. Instead, you will play a key role in developing a more mature, proactive and customer-focused IT function.
The Role
Reporting to the Group IT Director, you will take ownership of a multi-site support operation and lead the evolution of service delivery, service management and user experience across the organisation.
Your key areas of focus will include:
- Leading and developing a distributed team of IT support professionals.
- Enhancing service management processes, governance and operational standards.
- Improving incident, request, problem and change management capability.
- Driving automation and self-service initiatives to improve efficiency and user satisfaction.
- Building stronger relationships with stakeholders across multiple business locations.
- Creating a culture built on accountability, service excellence and continuous improvement.
- Supporting organisational growth through scalable support models and processes.
The Person
With experience of having led an IT support or service management function, you'll bring:
- Experience leading IT support, service desk or service management teams.
- A strong understanding of ITIL and service management best practices.
- A track record of improving processes, performance and customer experience.
- Experience operating within complex, multi-site environments.
- Excellent stakeholder management and relationship-building skills.
- A hands-on leadership style with a genuine passion for developing people.
- The energy, ambition and resilience to drive positive change.
Most importantly, you will be someone who genuinely cares about delivering exceptional service and creating a technology function that people trust and value.
Applications are also sought from high-performing Service Desk Managers ready to step into a broader leadership role.
Head of IT Service and Support in Newcastle upon Tyne employer: Nigel Wright Group Careers
As a leading engineering business in the North East, our client offers an exceptional work environment that fosters innovation and technical excellence. Employees benefit from a collaborative culture that encourages professional growth and development, with clear pathways to advance into leadership roles. The company's commitment to bespoke product development in safety-critical environments ensures that every team member plays a vital role in solving complex challenges, making this an exciting and rewarding place to work.
Contact Details:
Nigel Wright Group Careers Recruitment Team
