Head of Customer Care (IT MSP)

Are you a leader seeking an opportunity to shape and develop a high-performing IT service delivery team?

As the Head of Service Delivery for our client, you'll be responsible for overseeing the daily operations of the Support Teams, ensuring exceptional leadership, and fostering collaboration with other departments to achieve the broader objectives of the Operations Department. With our client's expansion into new regions, they're looking for motivated individuals to help drive their ambitious goals.

The role:

• Lead the service delivery team, ensuring top-notch outcomes for clients within the IT Solutions team.
• Oversee dashboard reporting for ticketing performance (Zendesk).
• Manage the Incident Management process, including after-hours support.
• Ensure all SLAs and KPIs are consistently met.
• Collaborate with sales and provisioning teams on new projects.
• Coach and guide team performance through reviews and feedback as needed.
• Handle line management duties, including 1:1 meetings, appraisals, and rota management.

Ideally, you will have experience with:

• Leading teams in a fast-paced technical support environment.
• Managing service desk operations across all levels.
• Strong decision-making skills.
• Client relationship management and engagement.
• Incident management and resolution.
• Achieving SLA and KPI targets, with experience in reporting.
• In-depth knowledge of IT systems and service management best practices.

Apply now for immediate consideration!

At Adept Resourcing - Commercial & Engineering, we specialise in connecting companies with top talent that drives innovation, growth and success. With our industry expertise, extensive network and personalised approach, we're here to help you.