Head of Support Services - MSP

TechByte Talent Ltd; Greater London; Sur place; GBP 85 000 - 110 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Leadership

Team management

Client communication

Service delivery improvement

Problem escalation

Formation

ITIL certifications welcome

Outils

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

Description du poste

I’m recruiting a Head of Support Services for a technology business in Central London that delivers IT support to internal teams and external clients. This is a senior leadership role for someone who can develop support managers, improve service performance and remain a calm escalation point when complex technical or client issues arise.

You’ll join the senior management team and oversee Support, Onsite and Problem Management teams. The focus is on delivering a consistently strong service while improving the processes, reporting and capability behind it.

What you’ll be doing

• Lead and mentor support managers, with responsibility for team performance, capacity and development
• Own service KPIs, SLAs and reporting, turning customer feedback into practical improvements
• Act as a senior escalation point for technical incidents and client issues
• Strengthen incident, problem and change management, knowledge sharing 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

What you’ll bring

• At least five years’ experience in a comparable support leadership role
• Experience leading managers and teams delivering remote and on-site support
• Commercial awareness, confident client communication and experience supporting senior executive users
• A track record of improving service delivery through clear measures, automation and continual improvement
• Broad technical knowledge across Microsoft environments, with the confidence to guide teams through complex escalations

You should have a strong grounding in Microsoft 365, Azure, Active Directory, SharePoint, Windows Server and Windows desktop support. Experience with Intune, conditional access and MFA, along with an understanding of networking and security technologies, will also be valuable.

Exposure to Halo PSA or another cloud-based ITSM platform, PowerShell automation, Cisco or Meraki networking, Palo Alto, Mimecast or Citrix would be useful. You do not need hands‑on expertise in every product listed.

Experience supporting clients in financial services, legal or another regulated sector would be advantageous. ITIL and relevant Microsoft certifications are welcome.

If you enjoy developing teams while staying close to service quality and client outcomes, we’d be keen to speak with you.