hat You'll be Doing

The role is responsible for leading and developing the IT Support team, setting objectives, managing performance, and fostering a professional, customer-focused culture. It oversees the day-to-day delivery of IT support services, ensuring the service desk operates effectively, incidents and requests are resolved within agreed service levels, and major incidents are managed efficiently. The position also drives continuous improvement by enhancing support processes, improving user experience, reducing recurring issues through root cause analysis, and maintaining accurate documentation and knowledge resources. Working closely with stakeholders across the business and external suppliers, the role ensures IT services align with organisational needs while monitoring supplier performance. In addition, it supports IT governance, cyber security, data protection, business continuity, and disaster recovery activities, ensuring operational procedures and compliance requirements are consistently maintained.