Interim Head of Technical Support

LGBT Great; Southampton; Híbrido; GBP 111 000 - 120 000; Tempo integral

Resumo da oferta

LGBT Great in Southampton is seeking an experienced Interim Head of IT Support to take ownership of its IT support function and drive service improvement on-site. The six-month contract focuses on leading Problem Management, Major Incident Management and the Service Desk while partnering with third-party suppliers to maintain critical systems.

The role emphasizes ITIL-based governance, incident and change management, and advancing service maturity ahead of the SDI audit.

Qualificações

• Proven experience at Head of IT Support or equivalent senior IT service delivery role.
• Strong ITIL and IT service management knowledge across incident, problem and change management.
• Experience leading managers/teams within a service desk or IT support function.
• Track record of improving service delivery, processes and performance.
• Experience managing senior stakeholders, complex customer relationships and third-party suppliers.
• Understanding of service assurance, governance, escalations and continuous improvement.
• Ability to take ownership quickly with minimal supervision and deliver tangible improvements.
• Current, valid SC security clearance.

Responsabilidades

• Take ownership of day-to-day IT support operations with clear leadership across the function.
• Lead the Problem Manager, Major Incident Manager and Service Desk Manager for effective service delivery and escalation.
• Build relationships with a varied customer base and manage expectations to improve the customer experience.
• Oversee supplier relationships and service performance across key systems with third-party providers.
• Review and improve ITSM processes across incident, problem, change, request and asset management per ITIL best practice.
• Lead preparation for the SDI audit and coordinate actions to improve maturity and assurance.
• Identify opportunities to challenge legacy processes and embed sustainable improvements.
• Contribute to adoption of a new ITSM platform reflecting operational requirements.

Conhecimentos

Head of IT Support

ITIL knowledge

Stakeholder management

Service delivery improvement

Security clearance

Descrição da oferta de emprego

Interim Head of IT Support

Southampton (On-site – ideally 3 days per week)

Contract – Initial 6 months

600 – 650 per day (Inside IR35)

Current SC clearance essential

We’re working with a public sector organisation looking for an experienced Interim Head of IT Support to take ownership of its IT support function and drive service improvement.

This is a senior operational role, leading through three key reports across Problem Management, Major Incident Management and the Service Desk. You'll be responsible for maintaining effective service delivery, managing a complex customer base and working closely with third-party suppliers supporting key business systems.

A key priority will be improving IT service management maturity, taking ownership of preparation for an upcoming SDI audit and identifying practical ways to strengthen processes, assurance and customer experience. There will also be an opportunity to influence how IT support evolves as the organisation moves towards a new ITSM platform.

Key Responsibilities

• Take ownership of day-to-day IT support operations, providing clear leadership and accountability across the function.
• Lead through the Problem Manager, Major Incident Manager and Service Desk Manager, ensuring effective service delivery and escalation management.
• Build strong relationships with a varied and sometimes complex customer base, managing expectations and improving the customer experience.
• Oversee supplier relationships and service performance across key systems delivered by third-party providers.
• Review and improve ITSM processes across incident, problem, change, request and asset management, applying ITIL best practice.
• Lead preparation for the SDI audit, identifying gaps and coordinating the actions needed to improve service maturity and assurance.
• Identify opportunities to challenge legacy processes, improve ways of working and embed sustainable service improvements.
• Contribute to the adoption of a new ITSM platform, ensuring operational requirements and process improvements are reflected in how the service develops.

Required Experience

• Proven experience operating at Head of IT Support, Head of Service Management or an equivalent senior IT service delivery level.
• Strong ITIL and IT service management knowledge, with experience across incident, problem and change management.
• Experience leading managers and teams across a service desk or IT support function.
• A track record of improving service delivery, processes and operational performance.
• Experience managing senior stakeholders, complex customer relationships and third-party suppliers.
• Strong understanding of service assurance, governance, escalations and continuous improvement.
• The ability to take ownership quickly, work with minimal supervision and deliver tangible improvements.
• Current, valid SC security clearance.

Particularly Valuable

Experience leading or preparing for SDI audits, service desk assessments or ITSM maturity improvement programmes.

Experience supporting a complex public sector organisation would also be relevant.

This is an opportunity for an experienced interim leader to make a tangible difference over an initial six-month assignment, taking ownership of an established IT support function and helping improve its service management maturity.