Head of Support Operations

JR United Kingdom; London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An innovative company is seeking a strategic Head of Support Operations to lead dynamic teams in the managed IT services sector. This pivotal role involves overseeing operations, ensuring excellence in service delivery, and fostering a culture of continuous improvement. The ideal candidate will have extensive managerial experience, a strong background in managed services, and exceptional leadership skills. Join a forward-thinking team where your contributions will shape the future of IT services, and enjoy a culture that values professional growth and teamwork.

Qualifications

• 7-10 years managerial experience in managed services.
• Proven expertise with MSP products and service catalogues.

Responsibilities

• Lead and coach service delivery teams to meet performance metrics.
• Oversee client support operations and manage escalations.
• Collaborate with account management to enhance client satisfaction.

Skills

Leadership

Operational Management

Client Relationship Management

Communication Skills

ITIL Knowledge

Education

Bachelor's Degree in IT

Tools

Managed Service Provider (MSP) Products

Job description

Are you ready to lead a dynamic team and make a real impact in the world of managed IT services? This is your opportunity to take on a pivotal role in a fast-paced, innovative environment where technology, customer service, and leadership intersect.

About the Role

We are seeking a driven and experienced Head of Support Operations to oversee the day-to-day operations of our managed services delivery and senior engineering teams across the UK. This role requires a strategic leader who can inspire and guide high-performing teams, manage operational delivery with excellence, and maintain outstanding service for our managed services clients.

The ideal candidate thrives in a work-hard, play-hard culture, values continuous learning, and is passionate about delivering exceptional client experiences through operational excellence.

Key Responsibilities

1. Motivate, lead, and coach regional service delivery teams, including management and senior engineers
2. Ensure achievement of all performance metrics and service level agreements for managed services clients
3. Develop and manage daily, weekly, and long-term operational plans
4. Oversee client support operations for select managed services and high-profile clients
5. Conduct annual performance reviews for directors within service delivery and senior engineering
6. Audit service platforms to ensure client environments meet defined standards
7. Uphold and improve processes around prioritisation, communication, documentation, and escalation
8. Collect and share customer feedback to drive continuous improvement
9. Collaborate closely with account management teams to enhance client satisfaction
10. Act as a key escalation point for complex service delivery issues
11. Balance priorities effectively in a dynamic, fast-moving environment
12. Foster strong collaboration between remote and field support teams

What We’re Looking For

• Bachelor’s Degree in IT or related field preferred (or equivalent experience)
• 7–10 years’ managerial experience within the managed services industry
• Proven expertise with MSP (Managed Service Provider) products and service catalogues
• Experience managing complex client environments, projects, and remote teams
• ITIL certification preferred
• Exceptional communication and leadership skills

Why Join Us?

If you're looking to build a career—not just find a job—this is where you'll thrive. Join a team where innovation, teamwork, and professional growth are at the heart of everything we do. You'll be supported, challenged, and empowered to shape the future of managed IT services.