Head Of IT Support
Head of IT
Technical (including systems) and/or Professional Responsibilities
Manage the service desk and hardware provision to deliver effective, efficient and agile ways of working within and across teams to established, standard working practices.
Maintain a high performing service and support function, reporting data, KPI's and trends weekly, monthly and ad hoc.
Implement and manage resourcing strategies and plans which ensure consistent delivery of service is achieved at all times, utilising available resources and skills whilst delivering against the agreed SLAs.
Implement and manage quality assurance processes across the service in conjunction with the Director of IT Operations.
Own the Incident, Request, Change and Escalation processes, ensuring high levels of performance, accurate reporting and establishing service improvement activities when and where required.
Undertake Ticket analysis and develop strategies for improvement.
Responsible for managing and maintaining the configuration of the Service Management tool, ensuring it meets the needs of the organisation in recording service desk activity, request fulfilment, inventory and performance measurement.
As owner of the escalation process the Head of IT Service Desk will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review.
Develop an effective and workable framework for managing and improving customer IT support in the organisation.
As owner of problem management practices, recommend and implement proactive measures to anticipate and avoid operational issues and support calls.
Contributor to the creation, implementation and monitoring of Departmental standards, procedures and guidelines.
Manage vendor relationships integral to daily operational needs.
Contribute to the overall delivery of the department's objectives.