Head of IT Technical Support:

Head of IT Technical Support Hybrid Permanent Up to £55,000
Cherry Professional is looking for an experienced Head of IT Technical Support. This role ensures exceptional levels of client and customer satisfaction through effective management and continuous improvement of support processes. The position involves strategic planning, team leadership, and collaboration with other departments to meet the wider Operations Department's strategic objectives.

Responsibilities:

1. Deliver weekly performance reports. Proactively manage resource needs and collaborate on scalable solutions.
2. Drive continuous improvement through coaching, training, and performance management. Manage KPIs, training budgets, and recruitment.
3. Oversee service delivery and ensure excellent outcomes for clients in the area of responsibility, i.e., either first line or second line.
4. Foster a customer-first culture and ensure our support teams deliver first-class service to our clients.
5. Accountable for dashboard reporting of ticket performance, ensuring the business is updated on trends and insights across the client and its customer cases.
6. Support and be responsible for Incident Management processes (including out-of-hours support).
7. Ensure adherence to the ticket system.
8. Highlight any knowledge base article gaps and create new content in the system to drive self-service opportunities.
9. Ensure all KPIs are met, and client SLAs are correctly reported on and monitored for trend analysis.

Ideal Candidate:

1. Proven managerial experience leading teams in a fast-paced technical support environment.
2. Extensive experience in service desk operations at both entry and advanced levels.
3. Demonstrated accountability and ownership in decision-making.
4. Experience in client management and relationship building.
5. Communicates with gravitas and confidence, engaging senior management effectively.
6. Highly motivated and results-oriented, with the ability to inspire and motivate teams under pressure.
7. Exhibits strong analytical skills, blending strategic vision with creative problem-solving.
8. Experience with incident management and resolution.
9. Proven ability to meet and exceed SLA and KPI targets for teams and clients, with experience reporting on these.

Cherry Professional is recruiting on behalf of their client.