Head of Support in London

My client are an award winning MSP who are seeking a highly experienced Head of Support Services to lead and scale a multi-tier IT support function in a demanding, customer-focused environment.
This senior leadership role is responsible for service delivery, technical escalation, cyber security ownership, and the ongoing development of support managers and engineers. You’ll sit within the senior management team and play a key role in shaping service strategy, tooling, and operational excellence.
Key responsibilities Lead and develop support, onsite and problem management teams
Act as senior technical and client escalation point
Own SLAs, KPIs, capacity planning and continual service improvement
Drive ITIL-aligned incident, problem, change and knowledge management
Oversee cyber security practices, controls and user awareness
Own and optimise the PSA/service management platform, reporting and automation
Ensure high-quality executive and end-user support
Technical experience Identity & access management: Conditional Access, MFA, device compliance
Security: email security, endpoint protection, patching, phishing awareness platforms
Cloud & collaboration: Teams, SharePoint, Citrix
Scripting & automation: PowerShell, process automation to reduce manual effort
Backup, disaster recovery and business continuity planning
About you 5+ years leading IT support or service delivery functions
Strong stakeholder management and commercial awareness
Confident supporting and engaging senior executives
Please apply for this role with your most up to date and relevant CV.
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