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Head of Technical Support - Birmingham

West Midlands
Information Technology (IT) Jobs
Contract Type:
Salary Description:
£Attractive Salary + Benefits
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Our client is a leading provider of Information Technology solutions to their prestigious client base in the UK. They’re now recruiting for a Head of Technical Support - Data Centre Services to join their team in Birmingham.


Head of Technical Support Responsibilities:
- Provide management and leadership across Data Centre Services technical support teams, leading the delivery of first class datacentre services support.
- Manage and lead the UK Data Centre Services Technical teams ensuring service delivery and overachievement of SLA’S.
- Maintain and improve on SLA delivery through proactive reporting and trend analysis.
- Drive proactive /preventative maintenance to ensure service stability.
- Minimise the number of customer escalations through proactive / preventative service improvement and risk mitigation.
- Work closely with the wider Data Centre Services Teams to form a joint delivery team.
- Directly interact with clients, customer managers, account managers, technical teams and third parties in the delivery of good practice service delivery.
- Define, drive and deliver continuous service improvement across the teams ensuring service evolution in line with expectations.
- Support and be part of an out of hours management escalation process.

Head of Technical Support Requirements:
- ITIL knowledge/accreditation specialising in operational technical delivery.
- Senior level IT Management background, ideally with leadership experience within a Data Centre environment.
- Ability to lead and provide guidance to Technical Teams/Managers in best practice IT operations.
- Ability to disseminate the right level of technical or solution information intended for the correct audience.
- Excellent documentation skills across technical, process and customer facing documentation.
- Excellent communication skills with the ability to interface at all levels.

Head of Technical Support Benefits:
- Pension Scheme.
- Healthcare Plan & Life Assurance.
- 23 days holiday plus 8 bank holidays.
- Mon – Fri: 9am – 5.30pm.

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