Head of Support Operations

Are you ready to lead a dynamic team and make a real impact in the world of managed IT services? This is your opportunity to take on a pivotal role in a fast-paced, innovative environment where technology, customer service, and leadership intersect.

About the Role

We are seeking a driven and experienced Head of Support Operations to oversee the day-to-day operations of our managed services delivery and senior engineering teams across the UK. This role requires a strategic leader who can inspire and guide high-performing teams, manage operational delivery with excellence, and maintain outstanding service for our managed services clients.

The ideal candidate thrives in a work hard, play hard culture, values continuous learning, and is passionate about delivering exceptional client experiences through operational excellence.

Key Responsibilities

• Motivate, lead, and coach regional service delivery teams, including management and senior engineers
• Ensure achievement of all performance metrics and service level agreements for managed services clients
• Develop and manage daily, weekly, and long-term operational plans
• Oversee client support operations for select managed services and high-profile clients
• Conduct annual performance reviews for directors within service delivery and senior engineering
• Audit service platforms to ensure client environments meet defined standards
• Uphold and improve processes around prioritisation, communication, documentation, and escalation
• Collect and share customer feedback to drive continuous improvement
• Collaborate closely with account management teams to enhance client satisfaction
• Act as a key escalation point for complex service delivery issues
• Balance priorities effectively in a dynamic, fast-moving environment
• Foster strong collaboration between remote and field support teams

What We’re Looking For

• Bachelor’s Degree in IT or related field preferred (or equivalent experience)
• 7–10 years’ managerial experience within the managed services industry
• Proven expertise with MSP (Managed Service Provider) products and service catalogues
• Experience managing complex client environments, projects, and remote teams
• ITIL certification preferred
• Exceptional communication and leadership skills

Why Join Us?

If you're looking to build a career—not just find a job—this is where you'll thrive. Join a team where innovation, teamwork, and professional growth are at the heart of everything we do. You'll be supported, challenged, and empowered to shape the future of managed IT services.