Head of IT Support Services

About the role

We are seeking a Head of IT Support Services to lead our Level 1 support function. You will manage a team of around 18 professionals, including two Team Leaders, and ensure high‑quality, responsive end‑user support across a multicultural, 24/7 environment.

Key responsibilities

• Lead and manage the IT Support (Level 1) team, overseeing service desk and on‑site support.
• Maintain structured incident and request management aligned with ITIL practices.
• Act as escalation point for complex or high‑impact issues and ensure timely resolution.
• Monitor performance through KPIs and SLAs, driving continuous improvement.
• Collaborate with Level 2/3, infrastructure, and application teams for seamless service delivery.
• Analyze support data to identify trends and optimization opportunities.
• Ensure proper documentation, knowledge management, and adherence to processes.
• Coach Team Leaders, support recruitment, onboarding, and performance management.
• Promote a collaborative, accountable, and customer‑oriented culture.

Required profile

• Proven leadership experience in IT support or service delivery.
• Strong organizational and governance skills.
• Excellent communication and stakeholder alignment abilities.
• Results‑oriented mindset with focus on accountability and service quality.
• Master’s degree in IT, Computer Science or related field.

Required skills

• ITIL framework and incident/request management.
• IT service management methodologies.
• Project management methodologies.

What we offer

• Opportunity to shape and mature the IT support function.
• Leadership role within a dynamic, technology‑driven organization.
• Collaborative multicultural environment.