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- Tasks: Lead the IT Support Services team to enhance user satisfaction and resolve stakeholder concerns.
- Company: Join a century-old family-owned business in the natural resources sector with a global presence.
- Benefits: Competitive salary, opportunities for professional growth, and a supportive work environment.
- Why this job: Be part of a dynamic team that values innovation and continuous improvement in IT services.
- Qualifications: 8+ years in IT, with 5+ years in leadership roles and experience managing large-scale service desks.
- Other info: On-site role located in Liverpool, perfect for those who thrive in fast-paced environments.
The predicted salary is between 55000 - 70000 £ per year.
Role: Head of IT Support Services
Location: Liverpool
Salary: £55,000-£70,000
Working Pattern: On-Site
Role Overview:
This company is looking for a Head of IT Support to join their team in Liverpool. Working closely with the Group Head of Technology, this role will focus on ensuring the IT department effectively meets the needs of end-users, resolve stakeholder concerns, and drive satisfaction with IT services. The ideal candidate will have experience in a global enterprise IT environment and thrives in fast-paced, dynamic settings, embracing challenges with enthusiasm.
The Company:
This company is a family-owned business, with over a century of experience in the natural resources sector. With offices and laboratories across the world, they provide expert inspection, analysis, and consultancy services that support global trade. Their reputation is built on professionalism, and they continually invest in their people, facilities, and technology.
Key Responsibilities:
- Ensure the IT department meets end-user needs and resolves stakeholder concerns.
- Drive stakeholder satisfaction with IT services across the organisation.
- Manage the performance of the Service Desk, Application Support, and Incident & Problem Management functions.
- Lead the planning, design, and delivery of new IT services.
- Collaborate with the Group Head of IT to align IT service strategies with business goals.
- Oversee the continuous improvement of IT support processes and services.
Key Skills:
- Experience in crafting and executing long-term strategies for service improvement.
- Skilled in cultivating and maintaining relationships at all levels within an organisation.
- Proven track record in managing technical support teams.
- Expertise in streamlining processes and enhancing service delivery efficiency.
- Proactive mindset for introducing and adopting new support technologies and methodologies.
Required Experience:
- 8 years of experience in IT, including at least 5 years in leadership positions.
- Experience overseeing large-scale service desk operations, supporting 1000 users.
- Experience implementing and optimising ITSM processes and tools, with hands-on experience using major ITSM platforms.
- Solid background in application support management.
- Strong experience in guiding and growing global teams.
- Demonstrated expertise in managing problems and performing root cause analysis.
- Comprehensive understanding of IT service delivery metrics and managing key performance indicators.
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Head of Support Services employer: SitePoint Pty.
Contact Detail:
SitePoint Pty. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Support Services
✨Tip Number 1
Make sure to highlight your experience in managing large-scale service desk operations. Since the role requires overseeing support for 1000 users, showcasing specific examples of how you've successfully led similar teams will set you apart.
✨Tip Number 2
Demonstrate your ability to drive stakeholder satisfaction by sharing instances where you've improved IT services or resolved user concerns effectively. This will show that you understand the importance of user experience in IT support.
✨Tip Number 3
Emphasize your proactive mindset and experience with new support technologies. The company is looking for someone who can introduce innovative solutions, so mentioning any relevant tools or methodologies you've implemented will be beneficial.
✨Tip Number 4
Since collaboration with the Group Head of IT is key, be prepared to discuss how you've successfully aligned IT strategies with business goals in your previous roles. This shows that you can think strategically and work well with leadership.
We think you need these skills to ace Head of Support Services
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in IT leadership, particularly in managing service desk operations and supporting large user bases. Use specific metrics to demonstrate your achievements.
Craft a Compelling Cover Letter: In your cover letter, emphasize your proactive mindset and experience in driving stakeholder satisfaction. Mention how your background aligns with the company's focus on professionalism and continuous improvement.
Showcase Relevant Experience: Detail your experience with ITSM processes and tools, especially any hands-on experience with major ITSM platforms. Highlight your ability to streamline processes and enhance service delivery efficiency.
Prepare for Potential Questions: Anticipate questions related to your leadership style and how you manage technical support teams. Be ready to discuss specific examples of how you've resolved stakeholder concerns and improved IT services.
How to prepare for a job interview at SitePoint Pty.
✨Showcase Your Leadership Experience
Make sure to highlight your previous leadership roles and how you've successfully managed technical support teams. Share specific examples of how you improved team performance and stakeholder satisfaction.
✨Demonstrate Your Strategic Thinking
Prepare to discuss your experience in crafting and executing long-term strategies for service improvement. Be ready to explain how you align IT service strategies with business goals, as this is crucial for the role.
✨Emphasize Your Problem-Solving Skills
Since the role involves managing problems and performing root cause analysis, be prepared to share examples of complex issues you've resolved in the past. Highlight your proactive mindset in adopting new technologies and methodologies.
✨Understand the Company Culture
Research the company's history and values, especially their commitment to professionalism and investment in people. This will help you tailor your responses to show that you are a good cultural fit for the family-owned business.
