Skills

Communication Leadership ServiceNow Microsoft 365 Networking Operating Systems Team Leadership

Job Specifications

Head of IT Support Services - Multi-Site, ITIL, Networking - £75,000 - £78,000 + 25% bonus

A rapidly expanding, premium flexible workspace provider is searching for a Head of IT Support Services. This established UK-based company manages a large portfolio of distinctive, high-spec locations across major cities in the UK and Europe. Supporting a community of tens of thousands of members, the company provides signature hospitality and wellness-focused environments for teams ranging from scaling ventures to established global brands.

The Head of IT Support Services will take ownership of the critical, customer-facing support function across all sites, ensuring exceptional service and operational reliability.

The Head of IT Support Services' responsibilities will be:

Lead, coach, and develop a geographically dispersed team of 8 IT Support Engineers.
Implement ITIL/ITSM best practices to streamline support processes, improve incident resolution, and enhance client reporting.
Set the standard for customer experience, ensuring high availability and performance of IT services across multiple sites.
Act as the senior technical escalation point for issues impacting client networks and workspace technologies.
Manage and organise the Out of Hours support rota for critical customer issues.
Produce and publish weekly and monthly client IT Support performance statistics.
Work with infrastructure teams to drive improvements and efficiencies based on frontline support feedback.
Maintain accurate site documentation for all support teams.
Work with complex network (Ruckus, Meraki, Cisco) and AV/VC (Yealink) technologies.

The Head of IT Support Services will be expected to have experience with:

Proven career progression from hands-on technical IT roles into team leadership or management.
Strong background in multi-site, customer-facing IT support and infrastructure.
Experience leading and mentoring a dispersed support team.
Hands-on technical knowledge of current WiFi, LAN, PC operating systems, and hardware standards.
Expertise in implementing and working within ITIL/ITSM processes (e.g., ServiceNow or equivalent).
Familiarity with collaboration and conferencing platforms (Microsoft 365, Teams, Zoom Rooms).
Ability to balance technical depth with excellent verbal and written communication for senior stakeholder and client engagement.

Are you an experienced IT Support Leader ready to define the service standard for a premium, fast-growing workspace provider? Do you thrive in a customer-focused environment where operational excellence is paramount? Please apply!

Head of IT Support Services - Multi-Site, ITIL, Networking - £75,000 - £78,000 + 25% bonus

About the Company

Established back in 2004, Burns Sheehan is a specialist technology recruitment agency based in London & Manchester. We partner with growing organisations with a compelling story to tell and connect them with world class tech talent across the UK and Europe, creating industry-leading teams across Software Engineering, Product & Delivery, Platform Engineering & Infrastructure, Data, C-Suite & Leadership. Whether you're scaling up with multiple hires, seeking a game-changing executive, or building out a brand-new squad, our f... Know more