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Role: Head of IT Support Services
Location: Liverpool
Salary: £55,000-£70,000
Working Pattern: On-Site
Role Overview:
This company is looking for a Head of IT Support to join their team in Liverpool. Working closely with the Group Head of Technology, this role will focus on ensuring the IT department effectively meets the needs of end-users, resolve stakeholder concerns, and drive satisfaction with IT services. The ideal candidate will have experience in a global enterprise IT environment and thrives in fast-paced, dynamic settings, embracing challenges with enthusiasm.
The Company:
This company is a family-owned business, with over a century of experience in the natural resources sector. With offices and laboratories across the world, they provide expert inspection, analysis, and consultancy services that support global trade. Their reputation is built on professionalism, and they continually invest in their people, facilities, and technology.
Key Responsibilities:
- Ensure the IT department meets end-user needs and resolves stakeholder concerns.
- Drive stakeholder satisfaction with IT services across the organisation.
- Manage the performance of the Service Desk, Application Support, and Incident & Problem Management functions.
- Lead the planning, design, and delivery of new IT services.
- Collaborate with the Group Head of IT to align IT service strategies with business goals.
- Oversee the continuous improvement of IT support processes and services.
Key Skills:
- Experience in crafting and executing long-term strategies for service improvement.
- Skilled in cultivating and maintaining relationships at all levels within an organisation.
- Proven track record in managing technical support teams.
- Expertise in streamlining processes and enhancing service delivery efficiency.
- Proactive mindset for introducing and adopting new support technologies and methodologies.
Required experience:
- 8+ years of experience in IT, including at least 5 years in leadership positions.
- Experience overseeing large-scale service desk operations, supporting 1000+ users.
- Experience implementing and optimising ITSM processes and tools, with hands-on experience using major ITSM platforms.
- Solid background in application support management.
- Strong experience in guiding and growing global teams.
- Demonstrated expertise in managing problems and performing root cause analysis.
- Comprehensive understanding of IT service delivery metrics and managing key performance indicators.
Referrals:
If this role isn't right for you, do you know someone that might be interested? You could earn £1,000 of retail vouchers if you refer a successful candidate to Oscar. Email: to recommend someone for this role.
Oscar Associates (UK) Limited is acting as an Employment Agency in relation to this vacancy.
To understand more about what we do with your data please review our privacy policy in the privacy section of the Oscar website.
Role: Head of IT Support Servies
Location: Liverpool
Salary: £55,000-£70,000
Working Pattern: On-Site
Oscar Associates (UK) Limited is acting as an Employment Agency in relation to this vacancy.
To understand more about what we do with your data please review our privacy policy in the privacy section of the Oscar website.
