Head Of It Support

Head of IT Customer Support

Job Summary:

We are seeking a highly skilled and experienced individual to join our client as the Head of IT Customer Support.

As a senior leader, you will be a strategic thinker and have experience of working within an innovative, forward-thinking business. This position will report to the leadership team and will play a pivotal role in shaping the future culture of the department and organisation.

You will be responsible for ensuring the smooth operation of our customer support services, overseeing a team of IT support professionals, and maintaining high levels of customer satisfaction. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for delivering exceptional customer service.

Location: Milton Keynes

Salary: £60,000 + Annual Bonus

Hours: 40 hours, Hybrid

Responsibilities:

• Lead and manage a team of IT support professionals, across 1st , 2nd and 3rd line, ensuring they have the necessary resources and training to provide excellent customer support.
• Develop and implement strategies to improve the overall efficiency and effectiveness of the IT customer support function.
•  Monitor customer support metrics and KPIs to identify areas for improvement and take appropriate actions to enhance customer satisfaction.
• Collaborate with cross-functional teams, including IT operations, software development, and quality assurance, to resolve complex customer issues and escalations.
• Stay up-to-date with the latest trends and technologies in IT customer support, and implement best practices to enhance the customer experience.
• Foster a customer-centric culture within the IT support team, emphasising empathy, responsiveness, and professionalism in all customer interactions.
• Develop and maintain strong relationships with key stakeholders, including internal teams and external vendors, to ensure seamless service delivery.
• Handle escalated customer issues and provide timely resolution, demonstrating a strong understanding of technical concepts and troubleshooting techniques.
• Oversee the development and maintenance of IT support documentation, knowledge base, and self-help resources for customers.
• Prepare and present regular reports to senior management on the performance of the IT customer support function.

Requirements:

• Degree in Information Technology, or a related field.
• Proven experience in a leadership role within IT customer support, with a track record of successfully managing a team and delivering exceptional customer service.
• Strong technical background, with knowledge of various operating systems, hardware, software, and networking concepts.
• Excellent communication skills, both verbal and written, with the ability to effectively communicate complex technical concepts to non-technical stakeholders.
• Strong problem-solving and decision-making skills, with the ability to analyse and resolve complex customer issues.
• Knowledge of ITIL (Information Technology Infrastructure Library) best practices and experience with IT service management tools.
• Ability to work under pressure and handle multiple priorities in a fast-paced environment.
• Strong leadership and interpersonal skills, with the ability to motivate and inspire a team.
• Customer-focused mindset, with a passion for delivering exceptional customer service.
• Proactive and self-motivated, with the ability to take initiative and drive continuous improvement.

Please note that at times due to the volume of applications we may not be able to respond to each person individually. If you do not hear from us within 7 days we’re sorry you have not been successful this time. Please do not let this stop you applying for other positions you may be suitable for. Good Luck!
1st Choice Staff Recruitment is an equal opportunities employer and acts as both an Employment Agency & Business.