Head of IT Support

University of Southampton; Southampton; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

30 days annual leave

Excellent pension

Family-friendly policies

Wellbeing facilities

Development opportunities

Job summary

The University of Southampton seeks an experienced Head of IT Support within iSolutions to lead the frontline technology experience across campuses and services. You will drive service performance, lead diverse teams and champion a customer-focused culture for students and staff, with a strong emphasis on data-driven improvement and digital workplace evolution.

Regular travel to campuses and a visible leadership presence will be important as you shape investments and modernise support for the

Qualifications

• Experience leading IT support or service delivery in a complex organisation.
• Able to use data, insight and customer feedback to drive improvement.
• Strong communication, influencing and stakeholder management skills.

Responsibilities

• Lead managers and technical professionals across Service Desk, Tech Hubs, Outreach and AV support.
• Set priorities, strengthen performance and ensure the support model meets users' needs.
• Oversee workforce planning, resource allocation and service resilience.
• Modernise IT support through digital and remote services, automation and AI.
• Build relationships and provide insight to inform service development and investments.

Skills

IT leadership

Customer focus

Stakeholder management

Data insights

Inclusive leadership

IT strategy

Tools

ServiceNow

Automation tools

AI-enabled support

Job description

Lead the teams at the frontline of the University's technology experience

Every day, circa 25,000 students and 6,500 staff rely on technology to learn, teach, research and work. Behind that experience are the people and services that make technology accessible, reliable and effective.

We are looking for an experienced leader to become our next Head of IT Support within iSolutions, the University's IT and digital service.

This is a high-profile leadership role responsible for the performance and continual improvement of IT Support across the University.

You will lead managers and technical professionals across our Service Desk, on-campus IT support (Tech Hubs), Outreach and AV support services. As Service Owner, you will set priorities, strengthen performance and ensure our support model continues to meet the needs of students and staff.

Reporting to the Deputy Director of IT Support Services, you will balance operational delivery with longer-term service development, contributing to wider iSolutions strategy.

About The Role

You will lead a diverse, customer-facing service and create the conditions for teams to deliver excellent support.

Using service data, customer insight and operational expertise, you will identify opportunities to improve performance, customer journeys and efficiency. You will oversee workforce planning, resource allocation and service resilience, ensuring support remains effective as demand changes.

A key part of the role will be modernising IT support through digital and remote services, automation, AI and new technologies that improve customer experience and reduce avoidable demand.

You will build strong relationships, providing insight to inform service development and investment.

The University operates across multiple campuses, so regular travel and a visible leadership presence will be important.

What You'll Bring

You will be a people-focused service leader with significant experience leading IT support, service delivery or other customer-facing operational functions in a complex organisation.

You Will Bring

• A strong track record of leading customer-focused IT support or service delivery.
• The ability to combine strategic thinking with operational judgement, turning priorities into measurable outcomes.
• Experience leading through managers, developing capable teams and creating a culture of accountability, collaboration and continuous improvement.
• Confidence using data, insight and customer feedback to drive improvement.
• Strong communication, influencing and stakeholder management skills.
• Experience managing people, resources and capacity to deliver resilient services.
• A strong understanding of IT support, service management and the evolving digital workplace.
• A commitment to inclusive leadership, accessibility and creating an environment where people can perform at their best.

Experience of service ownership, ITIL, ServiceNow, digital workplace services, automation or AI-enabled support, financial planning, supplier management and Higher Education would be advantageous.

About ISolutions

iSolutions is the University of Southampton's IT and digital service, providing technology, systems and support for education, research and professional services.

Why Join Us?

This is an opportunity to lead a well-established service, improving performance, modernising support and developing future capability.

We Offer

• 30 days annual leave, plus University closure days.
• Membership of an excellent pension scheme.
• Family-friendly policies.
• Access to wellbeing, sports, arts and cultural facilities.
• Development opportunities.
• The opportunity to lead talented teams and make a visible difference to thousands of students and staff.

Our Commitment to Inclusion

We are committed to creating an inclusive environment where everyone is valued, respected and able to contribute. We welcome applications from all backgrounds and are committed to equality of opportunity throughout our recruitment process.