Head of IT Support Services

The Office Group; City Of London; On-site; GBP 150,000 - 200,000; Full time

Job summary

A leading flexible workspace provider in London seeks a Head of IT Support Services to lead a customer-facing support function across more than 65 sites. The ideal candidate will have a solid technical background and proven leadership skills to manage a team of IT Support Engineers. Responsibilities include ensuring high availability and reliability of IT services, implementing best practices, and providing exceptional customer experiences. This role offers a range of benefits and the opportunity to work in a dynamic environment.

Benefits

Field based and 5 days working across portfolio

Bonus

28 days annual leave

Birthday off

2 weeks work from anywhere

Annual leave purchase scheme

Healthshield

Study support

5% Pension scheme

Life Assurance

Discounted Gym membership

Season Ticket Loan

Cycle to Work Scheme

25% Discount at Fora Cafes

Discounted event spaces

Qualifications

• Proven progression from technical IT roles into team leadership or management.
• Strong background in IT support and infrastructure, ideally within a multi-site, customer-facing environment.
• Hands-on knowledge of collaboration and conferencing platforms.

Responsibilities

• Lead, coach, and develop a team of 8 IT Support Engineers.
• Set the standard for customer experience by ensuring high availability and reliability of IT services.
• Implement ITIL/ITSM best practices to streamline processes.

Skills

Team leadership

Technical IT support

Customer service

ITIL/ITSM best practices

Network operations

AV/meeting room technologies

Tools

Ruckus networking

Meraki

Cisco

Yealink

Microsoft Teams

Zoom

Webex

Job description

The company

At Fora, we’re fueled by a desire to enhance the way people work. We’re here for the progressives, the forward thinkers, the status quo-challengers, the creators and the innovators. With signature hospitality, a likeminded community of members and a re-energising wellness experience, Fora takes the grind out of daily work-life, so members can focus on what’s important – working productively, healthily and happily.

Our journey began over 20 years ago, when we opened our first location on London’s City Road. Since then, our collection has grown to over 60 distinctive workspaces across London, the UK and Germany, totaling 3.2 million sq ft of real estate. Over the last two decades we have welcomed approximately 300,000 members through our doors, with over 30,000 members today, and boast market-leading retention rates.

As a trusted workspace provider for teams of all sizes, from established brands to new ventures, our uniquely designed, flexible office spaces come with a range of exceptional on-site amenities and a dedicated Member Experience team to take care of all the day-to-day details. Ocado, The British Fashion Council and Pangaia are just some of the businesses who call a Fora workspace home.

Fora is London’s leading provider of flexible offices. All our design-led spaces are open and supported by our dedicated front-of-house teams, five days per week. We pride ourselves on being a highly collaborative team, with our best work happening in-person, at our Fitzrovia-based headquarters.

Fora is part of The Office Group, backed by Blackstone and Brockton Capital. We have ambitious plans to expand our collection of workspaces in the future, pioneering industry change through our conscious design and construction practices, and creating workspaces that empower our members to work in their own unique way.

The role

We are recruiting for a Head of IT Support Services to lead our customer-facing support function across 65+ sites. This is a senior role, ideal for someone who has built their career on a strong technical foundation and has since evolved into a proven leader.

The successful candidate will combine hands-on technical credibility with the ability to manage and inspire a geographically dispersed team. They will shape processes, drive service improvements, and ensure that our IT support function delivers exceptional availability, reliability, and customer experience at scale.

This role requires a balance of strategic leadership and operational oversight—from mentoring engineers and managing stakeholders, to ensuring the continued success of our network based on Ruckus, Meraki and Cisco, and AV based on Yealink, and workspace technologies. Some out-of-hours work will be required.

Key responsibilities:

• Lead, coach, and develop a team of 8 IT Support Engineers across multiple sites.
• Set the standard for customer experience by ensuring high availability, reliability, and performance of IT services.
• Implement ITIL/ITSM best practices to streamline processes, improve incident resolution, and enhance reporting.
• Ensuring site documentation is available and up to date for the support teams
• Responsible for organising and managing an Out of Hours rota for the support of our customers outside of normal working hours.
• Producing and publishing the weekly, monthly, statistics related to Client IT Support.
• Working with internal and external stakeholders on the support of Customer IT Infrastructure related technologies.
• Act as the Senior escalation point for support teams for technical issues impacting the availability, reliability and performance of networks for our clients.
• Attendance at client meetings where required to represent the Company for all IT Related support issues.
• Feedback to IT Infrastructure Team where improvements can be made to processes or drive efficiencies.
• Weekend and out of office hours work maybe required for customer support issues.
• Knowledge of IT infrastructure to work on other projects as required and further the goals of the department and wider business.
• Field based and 5 days working across our portfolio.

Requirements:

• Proven progression from technical IT roles into team leadership or management.
• Strong background in IT support and infrastructure, ideally within a multi-site, customer-facing environment. Confident working with customers.
• Familiarity with managed service providers, network operations, and AV/meeting room technologies.
• Background and experience of IT organisations, ideally coming from a support background within an IT Service Provider.
• Experience in a client focused organisation.
• Good understanding and technical knowledge of current wifi, Lan, and PC operating systems, hardware, protocols and standards.
• Hands-on knowledge of collaboration and conferencing platforms (Microsoft Teams, Zoom, Webex).
• Experience working and implementing ITIL Processes.
• Networking qualifications and Relevant experience within a multisite industry

Benefits:

• Field based and 5 days working across our portfolio
• Bonus
• 28 days annual leave
• Birthday off
• 2 weeks work from anywhere
• Annual leave purchase scheme
• Healthshield
• Study support
• 5% Pension scheme
• Life Assurance
• Discounted Gym membership
• Season Ticket Loan
• Cycle to Work Scheme
• 25% Discount at Fora Cafes
• Discounted event spaces