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Head of IT Support

  • Salary: £50000.00 - £60000.00 per annum
  • Location: Hatfield, Hertfordshire
  • Job type: Permanent
  • Sector: Information Technology
  • Job reference: BBBH373774_1509170820

Job description

Head Of Support £50,000 - £60,000 + Benefits
Hertfordshire, easily reached from Hitchin, Hertford, Welwyn, Stevenage, Harlow, Hemel, and parts of North London.


My client, an innovative company, based in Hertfordshire are a leading UK and US supplier of retail applications and solutions. They are looking for someone to join them and lead their support team / service delivery team on projects that include phone and handheld development, web applications and web services all driven with their own process based development platform.

Responsibilities will include:
Managing the ongoing support relationship with their customers post-delivery, ensuring they work effectively and efficiently.
Building a Support Team capable of providing first class post-sales support to their growing customer base.
Set clear objectives, evaluate progress and instil a high performance culture with focus on team work, service excellence and ownership for resolving customer issues.
Set-up, manage and improve standards and procedures within the team.
Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency.
Manage the team and individual performance, technical and skills development
Liaison with the internal functions including Product Development, Engineering, Testing, Consulting and Sales.

The ideal candidate will have most of the following:
Educated to degree standard in Computer Science (or similar engineering discipline).
ITIL Certification would be an advantage.
Experience leading and developing an IT support team / service delivery team.
Experience in a commercial software delivery business.
Experience of driving change initiatives in a service environment.
Experienced and conversant in Service Level Agreements and Operational Schedules.
Experience improving and developing the knowledge & skills of others.

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