Head of IT Support & Service Delivery

TechByte Talent Ltd; Greater London; On-site; GBP 85,000 - 110,000; Full time

Job summary

TechByte Talent Ltd in Central London is seeking a Head of Support Services to lead and develop the Support, Onsite and Problem Management teams. You will drive core service performance, process enhancements and reporting to senior leadership, balancing client outcomes with internal capability.

The role demands 5+ years in a senior leadership capacity, strong Microsoft 365/Azure/AD expertise, and a proactive approach to automation and ITIL governance in a regulated client environment.

Qualifications

• Five+ years in a senior support leadership role.
• Experience leading managers and remote/on-site teams.
• Commercial awareness and strong client communication.
• Track record of improving service delivery through metrics and automation.

Responsibilities

• Lead and mentor support managers with performance, capacity and development.
• Own service KPIs, SLAs and reporting, turning customer feedback into improvements.
• Act as a senior escalation point for technical incidents and client issues.
• Strengthen incident, problem and change management and ITIL practices.
• Develop processes and reporting within Halo PSA.
• Oversee cyber security practices across the support function.
• Present service performance and improvement plans to senior leadership.

Skills

Leadership

Team management

Client communication

Service delivery improvement

Problem escalation

Education

ITIL certifications welcome

Tools

Microsoft 365

Azure

Active Directory

SharePoint

Windows Server

Windows desktop support

Intune

Conditional access

MFA

Halo PSA

PowerShell

Cisco Meraki networking

Palo Alto

Mimecast

Citrix

Job description

TechByte Talent Ltd in Central London is seeking a Head of Support Services to lead and develop the Support, Onsite and Problem Management teams. You will drive core service performance, process enhancements and reporting to senior leadership, balancing client outcomes with internal capability.

The role demands 5+ years in a senior leadership capacity, strong Microsoft 365/Azure/AD expertise, and a proactive approach to automation and ITIL governance in a regulated client environment.