Head of Support

Head of Support – IT Managed Service Provider (MSP)

Overview:

As our Head of Support , you will take ownership of our service desk operations, ensuring exceptional IT support and client satisfaction. With a deep understanding of our team, processes, and customer needs, you’ll lead and optimize our support functions to maintain high service levels, improve efficiency, and enhance the overall client experience. This role is critical in driving continuous improvement, mentoring our support teams, and ensuring we deliver fast, reliable, and proactive support to our clients. 

Key Responsibilities:

Service Desk & Incident Management:

• Oversee and manage the service desk team , ensuring tickets are resolved efficiently and within SLAs. 
• Optimize incident, problem, and change management processes to improve resolution times and minimize recurring issues. 
• Implement and refine support workflows, escalation procedures, and service desk best practices . 
• Monitor KPIs and performance metrics , identifying areas for improvement. 

Team Leadership & Development:

• Lead, mentor, and develop a team of service desk engineers and/or support managers , fostering a culture of growth and accountability. 
• Conduct regular training sessions to ensure the team is up to date with the latest technologies and best practices. 
• Drive employee engagement and retention strategies to maintain a high-performing team. 

Client Experience & Relationship Management:

• Serve as a point of escalation for critical client issues , ensuring prompt resolution and communication. 
• Work closely with account managers and technical teams to proactively improve client satisfaction . 
• Implement customer feedback loops to continuously enhance the support experience. 

Process Improvement & Technology Optimization:

• Identify and implement automation, AI-driven support tools, and self-service solutions to improve efficiency. 
• Collaborate with the technical and leadership teams to refine ITSM processes and ensure alignment with company objectives. 
• Stay ahead of emerging IT trends and best practices , integrating them into support operations. 

Reporting & Strategy:

• Provide regular reports on service desk performance, trends, and client satisfaction . 
• Develop strategies to reduce ticket volumes, enhance first-time resolution rates, and improve response times . 
• Contribute to the company’s technology and service delivery strategy , ensuring support aligns with overall business goals. 

REQUIREMENTS

Competencies:

Required Skills & Experience:

• Proven experience in a service desk management or IT support leadership role within an MSP .
• Strong knowledge of IT service management (ITSM), ITIL best practices, and service delivery frameworks .
• Experience with PSA and RMM tools (e.g., ConnectWise, Autotask, Datto, Kaseya).
• Excellent leadership, coaching, and team-building skills .
• Strong client-facing and communication skills , with the ability to handle escalations effectively.
• Ability to analyze data, optimize processes, and drive continuous improvement .