Head of IT Service and Support

Head of IT Service and Support Durham Salary £75,000 plus car and bonus The Opportunity An ambitious and growing business is seeking a Head of IT Service & Support to shape, modernise and lead its IT support function during a significant period of growth and change. This is a rare opportunity to join a business that is investing heavily in its technology capability, operating model and employee experience. With strong backing from senior leadership, you will have the platform, autonomy and support to build a modern, high-performing service function that can scale with the organisation's future ambitions. This is not a role focused on maintaining the status quo. Instead, you will play a key role in developing a more mature, proactive and customer-focused IT function. The Role Reporting to the Group IT Director, you will take ownership of a multi-site support operation and lead the evolution of service delivery, service management and user experience across the organisation. Your key areas of focus will include:

• Leading and developing a distributed team of IT support professionals.
• Enhancing service management processes, governance and operational standards.
• Improving incident, request, problem and change management capability.
• Driving automation and self-service initiatives to improve efficiency and user satisfaction.
• Building stronger relationships with stakeholders across multiple business locations.
• Creating a culture built on accountability, service excellence and continuous improvement.
• Supporting organisational growth through scalable support models and processes. The Person With experience of having led an IT support or service management function, you'll bring:
• Experience leading IT support, service desk or service management teams.
• A strong understanding of ITIL and service management best practices.
• A track record of improving processes, performance and customer experience.
• Experience operating within complex, multi-site environments.
• Excellent stakeholder management and relationship-building skills.
• A hands-on leadership style with a genuine passion for developing people.
• The energy, ambition and resilience to drive positive change. Most importantly, you will be someone who genuinely cares about delivering exceptional service and creating a technology function that people trust and value. Applications are also sought from high-performing Service Desk Managers ready to step into a broader leadership role.