Head of Software Support

System C; Leeds; On-site; GBP 90,000 - 120,000; Full time

Job summary

Jobtailor is seeking a senior IT service management leader to head multi-disciplinary support teams, driving accountability, collaboration and continuous improvement across the organisation.

You will own service performance including SLAs and KPIs, manage major incidents, and collaborate with Product, Engineering and Customer Success to prevent recurrence, while pushing knowledge management and self-service initiatives.

Qualifications

• Proven leadership experience across software or application support teams.
• Strong understanding of IT service management principles.
• Experience managing complex incidents and customer environments.
• Confidence working with data, KPIs, and service reporting.
• Excellent communication and stakeholder management skills.
• A continuous improvement mindset and the ability to lead through change.
• Someone who can be part of a strong management team and contribute ideas.
• Experience in healthcare, social care, education, or other regulated sectors is highly beneficial.

Responsibilities

• Lead multi-disciplinary support teams to build accountability and continuous improvement.
• Own service performance including SLAs, response and resolution times, customer satisfaction, backlog health.
• Take responsibility for major incidents, ensuring timely resolution, clear communication, and measurable follow-up actions.
• Strengthen incident, problem, and change management processes.
• Work closely with Product, Engineering, and Customer Success to resolve issues and prevent recurrence.
• Drive improvements in knowledge management and self-service.
• Act as a senior escalation point for customers and internal stakeholders.
• Use data and insights to identify trends, risks, and opportunities for improvement including AI considerations.

Skills

Leadership Experience

IT Service Management

Incident Management

Data Analysis

Stakeholder Management

Communication Skills

Collaboration

Continuous Improvement Mindset

Tools

Knowledge Management Systems

Self-Service Platforms

Job description

• Lead multi-disciplinary support teams, building a culture of accountability, collaboration, and continuous improvement


• Own service performance including SLAs, response and resolution times, customer satisfaction, and backlog health


• Take responsibility for major incidents, ensuring timely resolution, clear communication, and measurable follow-up actions


• Strengthen incident, problem, and change management processes


• Work closely with Product, Engineering, and Customer Success to resolve issues and prevent recurrence


• Drive improvements in knowledge management and self-service


• Act as a senior point of escalation for customers and internal stakeholders


• Use data and insight to identify trends, risks, and opportunities for improvement including those involving AI

Requirements

• Proven leadership experience across software or application support teams


• Strong understanding of IT service management principles


• Experience managing complex incidents and customer environments


• Confidence working with data, KPIs, and service reporting


• Excellent communication and stakeholder management skills


• A continuous improvement mindset and the ability to lead through change


• Someone who can be part of a strong management team and contribute ideas


• Experience in healthcare, social care, education, or other regulated sectors is highly beneficial.

Core Competencies

Demonstrates strong leadership in managing multi-disciplinary support teams, focusing on service performance, incident management, and continuous improvement. Proficient in utilizing data and insights to drive operational enhancements and stakeholder engagement in regulated sectors.

Highest-signal resume keywords

• Leadership Experience


• IT Service Management


• Incident Management


• Data Analysis


• Stakeholder Management

ATS Optimization Keywords

Hard Skills

• Incident Management


• Problem Management


• Change Management


• Service Level Agreements (SLAs)


• Key Performance Indicators (KPIs)


• Service Reporting

Soft Skills

• Communication Skills


• Collaboration


• Continuous Improvement Mindset

Industry Keywords

• Healthcare


• Social Care


• Education


• Regulated Sectors

Tools & Technologies

• Knowledge Management Systems


• Self-Service Platforms