Head of Support - Middlesbrough, United Kingdom - Nigel Wright

Nigel Wright

Verified Company

Middlesbrough, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Company and Role:

Hybrid working - 50/50 home and office
My client is an award winning technology and services provider looking for someone to manage their technical support teams.

As Head of Support you will be responsible for the performance and development of a range of technical functions including 1st and 2ndline end user service desk, security operations and networking.

People development is at the heart of their business, so the role will require someone who can balance short term and immediate delivery requirements with long term strategic development goals.

It's key that you'll have managed teams in ITIL service designas well as managing pace in high-volume support environments.

The role offers an exciting opportunity to join a business that shows no sign of reduced growth and who have continually focused on increasing internal capability to meet demands.

Responsibilities:

The role combines management of day to day performance, resource management and development of the support teams as well as managing client on-boarding

Typical accountabilities include:

Provide reports and presentations for the Operations Director and Board on operational performance and suggest improvements
Overall owner of ensuring maintenance and exceeding on service level and KPI performance, amending these targets where necessary to ensure continued improvement of service
Ensuring the process of continual service improvement is managed and strategic improvements are implemented
Create quarterly roadmaps to deliver overall customer service performance initiatives
Implement efficient processes and standards within an ISO9001 and ISO27001 framework
Design policies that align with overall business strategy
Maintain and develop resource plan to ensure team resources are at the correct level to meet demand
Coach and mentor team leaders, along with developing the internal engineering talent pool
Ensure oncall rotas are prepared, and weekly shift patterns are maintained to ensure not dropping below minimum staffing levels
Create and implement a training and knowledge strategy across the team to deliver resolutions to client needs
Sign off onboarding of new clients, working with onboarding engineer
Produce bespoke reporting for key clients
Ensure strong relationships with key clients are built and maintained
Manage major outages or incidents efficiently to ensure minimum impact on business

What are we looking for?:

Extensive experience in service management/service desk operations
Dynamic and driven to manage and motivate teams with enthusiasm
Proven ability to resolve complex management / support issues
Report writing and data analysis of service desk statistics
Technically minded and commercially acumen relating to service performance
Flexible and able to amend style depending on the needs of situations
Customer focused whilst ensuring operational efficiency
Resilient, with an openminded approach
Effective verbal and written communication skills, with the ability to adapt communication style to suit different audiences.

Benefits Include: