Head of Support Services

This is an exciting opportunity to join a specialist software provider to the global insurance industry. Established in 2003 the company has enjoyed an average growth of 25% per annum to become one of the leading software providers in the industry, with over 100 clients worldwide. They employ over 180 staff in 5 offices across the UK and Poland, with its head office located in a converted barn on the outskirts of Winchester. They are currently recruiting for an experienced Head of Support to head up their busy support team in the UK. Taking a full leadership role, you can make a significant impact, adding value across a broad delivery portfolio and contributing to quality and service delivery to all customers.

The Head of Support is responsible for the timely delivery of quality technical support to live customers, and for acting as an escalation point for any service desk issues for customers. The team consists of 1st, 2nd and 3rd line support technicians and covers software and hardware-related support calls for their class-leading insurance software and hosted cloud solutions, which run on the latest Microsoft .Net Architecture.

The job includes day-to-day management and development of a busy team of support & software release technicians in the UK and Poland, and coordination with other supporting departments, which is a key function of this role. They have active programmes of post-live change with customers that will be run by other teams, alongside the delivery of production support, so strong communication and organisational skills are key to this role.

The Head of Support should aim to create a centre of excellence around performance to their service level agreements (SLAs) and be able to proactively demonstrate the performance of the team through the latest incident management and service desk software solutions. They should also engage directly with customers and key stakeholders in the resolution of high severity incidents, and subsequent delivery of fixes to underlying problems as well as escalations.

The implementation of an ITIL-based framework and continuous improvement are key parts of their strategy so experience in these areas is desirable.

Essential

- Bachelor's Honours Degree in Related Discipline (1:1 or 2:1 preferable).
- Minimum 5 years' experience in a busy service desk environment, ideally with some time served in a managerial or supervisory role.
- Support of both hardware and software solutions in a service desk environment running on the Microsoft operating system.
- Experience of the ITIL Framework ideally with foundation level qualification.
- Experience in working in teams and building team spirit.
- Windows and MS Office proficiency (Project, Word and Excel) required.
- Strong familiarity with variety of Helpdesk software packages.
- ITIL Practitioner Qualification.

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