Head of IT Technical Support| Hybrid | Permanent | Up to £55,000
Cherry Professional are looking for an experienced Head of IT Technical Support. Ensuring
exceptional levels of client and customer satisfaction through effective management and continuously improving support processes. The role involves strategic planning, team leadership, and collaboration with other departments to meet the wider Operations Department’s strategic objectives.
Responsibilities:
• Deliver weekly performance reports. Proactively manage resource needs and collaborate on scalable solutions
• Drive continuous improvement through coaching, training, and performance management. Manage KPIs, training budgets, and recruitment
• Oversee service delivery and ensure an excellent delivery of outcomes for
• clients in area of responsibility i.e. either first line or second line.
• Fostering a customer-first culture and ensuring our support teams deliver first class service to our clients.
• Accountable for dashboard reporting of ticket performance ensuring the business is updated on trends and insights across the client and it’s customer case
• Support and responsible for Incident Management processes (including out of hours support).
• Responsible for the adherence of ticket system
• Responsible for highlighting any knowledge base article gaps and creation of new content in the system to drive self-service opportunities
• Ensure all KPI’s are met, and client SLAs are correctly reported on and monitored for trend analysis
Ideal Candidate:
• Proven managerial experience leading teams in a fast-paced technical support environment.
• Extensive experience in service desk operations at both entry and advanced levels.
• Demonstrated accountability and ownership in decision-making.
• Experience in client management and relationship building.
• Communicates with gravitas and confidence, engaging senior management effectively
• Is highly motivated and results-oriented, with the ability to inspire and motivate teams under pressure
• Exhibits strong analytical skills, blending strategic vision with creative problem-solving
• Experience with incident management and resolution.
• Proven ability to meet and exceed SLA and KPI targets for teams and clients and experience reporting on these.
Cherry Professional are recruiting on behalf of their client
Roles you may have applied for: Head of IT Technical Support | Head of IT Technical Service | Senior Service Desk Manager | Head of Customer Care |
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