Lead the IT Support Operation, building teams, outlining improvement opportunity and empowering the team to deliver the highest possible quality support to the business and meet our SLA commitment
Job Summary
Lead the IT Support Operation, building teams, outlining improvement opportunity and empowering the team to deliver the highest possible quality support to the business and meet our SLA commitment.
Act as the IT business Partner to understand and translate those into IT requirements Demonstrate a positive example to be proactive on ownership of problem resolution.
Benefits include 23 days’ holiday + all public holidays, rising to 25 days after 2 years of service, additional day off for your birthday, private medical insurance, and life insurance.
Matching Summary
Lead the IT Support Operation, building teams, outlining improvement opportunity and empowering the team to deliver the highest possible quality support to the business and meet our SLA commitment.
Skills & Requirements
Must-have
Lead IT Support Operation
IT business Partner
technical escalation point
Implement best practices
modernise IT Support
ITSM System Owner
Manage operation to budget
Nice-to-have
proactive ownership of problem resolution
positive example
empowering the team
embracing AI in the workplace
Key Requirements
Senior experience leading enterprise IT support functions
Proven track record building, managing, and developing support teams
Experience acting as senior escalation point
Strong people leader with demonstrable coaching and talent development capabilities
Experience owning budgets, resourcing, and operational decision-making
Strong understanding of IT service management best practices
Proven ability to modernise and improve IT support operations
Acts as an effective IT business partner
Excellent communication skills
Experience operating IT support in regulated environments (e.g. SOX, ISO)
Practical experience supporting or contributing to Change Advisory Boards (CAB)
Able to embed governance and control into day-to-day operations