Group Head of Operations

JR United Kingdom; City Of London; On-site; GBP 180,000; Full time

Job summary

A leading technology firm is looking for a Group Head of Operations to lead their IT Service Desk in London. The role requires a seasoned operations leader with expertise in desktop support and IT service management, aiming to enhance service excellence across a global organization.

Qualifications

• Proven leadership experience in IT Operations or End-User Support.
• Deep expertise in Desktop Support and IT Service Management.
• Exceptional stakeholder management skills.

Responsibilities

• Lead and elevate the existing IT Service Desk.
• Oversee IT support operations for 650 users.
• Manage and transform a geographically dispersed team.

Skills

Leadership

Desktop Support

IT Service Management

Stakeholder Management

Prioritisation

Communication

Job description

Group Head of Operations

London, UK (5 days onsite)

£180,000 per annum

TechHeads is currently seeking a Group Head of Operations to lead and transform the IT Service Desk function within a dynamic and fast-paced environment. This London-based role is ideal for a seasoned operations leader with a strong background in end-user and desktop support, capable of driving service excellence across a global organisation.

Key Responsibilities

1. Lead and elevate the existing IT Service Desk, ensuring best-in-class support across the business.
2. Oversee IT support operations including desktop support, printers, PCs, Windows environments, meeting room tech, and end-user IT equipment.
3. Manage a geographically dispersed team, fostering cohesion, performance, and accountability.
4. Restructure the team as needed: assess performance, make tough decisions on performance, and lead recruitment of high-calibre talent.
5. Prioritise ruthlessly and make independent decisions aligned with business needs.
6. Take full ownership of IT support across approximately 650 users in 10 global offices.
7. Autonomously drive improvements, process optimisation, and service excellence.
8. Operate with high levels of professionalism, discretion, and leadership authority.

Key Requirements

1. Proven leadership experience in IT Operations or End-User Support in a fast-paced environment.
2. Deep expertise in Desktop Support and IT Service Management – a hands-on understanding of the technology and how to drive performance.
3. Demonstrated success in team transformation: performance management, restructuring, and hiring.
4. Exceptional stakeholder management skills – must be confident interfacing with senior leadership and trading floor users.
5. Strong ability to prioritise under pressure and operate with autonomy and sound judgment.
6. Clear, effective, and diplomatic communicator, capable of handling sensitive challenges discreetly.
7. Comfortable operating with seniority and visibility in a demanding London HQ.