I’m recruiting a Head of Support Services for a technology business in Central London that delivers IT support to internal teams and external clients. This is a senior leadership role for someone who can develop support managers, improve service performance and remain a calm escalation point when complex technical or client issues arise.
You’ll join the senior management team and oversee Support, Onsite and Problem Management teams. The focus is on delivering a consistently strong service while improving the processes, reporting and capability behind it.
What you’ll be doing
- Lead and mentor support managers, with responsibility for team performance, capacity and development
- Own service KPIs, SLAs and reporting, turning customer feedback into practical improvements
- Act as a senior escalation point for technical incidents and client issues
- Strengthen incident, problem and change management, knowledge sharing and ITIL practices
- Develop processes and reporting within Halo PSA
- Oversee cyber security practices across the support function
- Present service performance and improvement plans to senior leadership
What you’ll bring
- At least five years’ experience in a comparable support leadership role
- Experience leading managers and teams delivering remote and on-site support
- Commercial awareness, confident client communication and experience supporting senior executive users
- A track record of improving service delivery through clear measures, automation and continual improvement
- Broad technical knowledge across Microsoft environments, with the confidence to guide teams through complex escalations
You should have a strong grounding in Microsoft 365, Azure, Active Directory, SharePoint, Windows Server and Windows desktop support. Experience with Intune, conditional access and MFA, along with an understanding of networking and security technologies, will also be valuable.
Exposure to Halo PSA or another cloud-based ITSM platform, PowerShell automation, Cisco or Meraki networking, Palo Alto, Mimecast or Citrix would be useful. You do not need hands‑on expertise in every product listed.
Experience supporting clients in financial services, legal or another regulated sector would be advantageous. ITIL and relevant Microsoft certifications are welcome.
If you enjoy developing teams while staying close to service quality and client outcomes, we’d be keen to speak with you.
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Head of Support Services - MSP employer: TechByte Talent Ltd
As a leading player in the fintech sector, our company offers an exceptional work environment that fosters innovation and collaboration. We prioritise employee growth through continuous learning opportunities and a supportive culture that values diverse perspectives. Located in a vibrant city, we provide competitive benefits and a dynamic atmosphere where your contributions directly impact our success.
