UKCloud is looking for a Head of Support Services to Manage the Cloud Service Desk Team, Cloud Operations team and be responsible for the operational relationship with clients by first class, first time technical resolution. This role will manage service management processes and resolve escalations to a senior level by leading and engagement an experienced cloud service desk team
Lead, coach and manage the Cloud Service Desk Team to provide first class customer service and first time resolution to UKCloud’s customers
Manage the tickets and produce timely and relevant reports. Work closely with key stakeholders and teams to ensure the ticket process is working effectively and efficiently.
Set-up, manage and improve standards and procedures within the team, ensuring working practices are well-defined and operational with minimal disruption using technology to improve efficiency as appropriate.
Be the escalation point for incidents and ensure the team executes and adheres to the appropriate ITIL processes.
Implement and monitor Key Performance Indicators (KPI’s) and instil a culture of continuous service improvement, which will include customer satisfaction.
Ensure the team are compliant in all areas of Audit & Compliance.
Proven experience of leading, coaching and managing customer focussed technical support teams
Appropriate IT degree or equivalent skills and experience within a complex IT desk environment
High level of general technical knowledge; able to be credible when working with experts
Demonstrable experience in implementation or management of technical functions within an ITSM environment, ideally ITIL v.3 library and its operational deployment. (supported by qualifications)
Leadership, enthusiasm and supporting the development of the technical engineering teams.
Diplomacy and communication skills: necessary for the effective management of client communications from documentation to a Customer face to face
Resource and account management planning (inc. shift and rota planning)
Ability to prioritise and deliver results under pressure · Excellent technical competence and ideally a good understanding of cloud
Passion and experience for developing and delivering first class customer focussed technical teams
About the Company
UKCloud provides an unbeatable, secure UK public cloud. Focused solely on serving the UK Public Sector. We are committed to assurance and security while delivering flexible, agile and value-based cloud hosting to our customers.
Formed in 2012, UKCloud is based in Farnborough (Hampshire) and Corsham (Wiltshire). We have a team of 250+ people and we continue to grow! We are looking for people who want a rewarding career in a business who truly invest in you as an individual.
Competitive salary plus 10% bonus
25 days' holiday increasing to 30 days over length of service, half a day birthday leave, charity day
Access to free parking
Active social and charity events
Cycle to work scheme
Friday breakfasts, fruit and soft drinks
UKCloud is an equal opportunities employer and positively encourages applications from suitably qualified and eligible applicants. Applicants must be eligible to work and live in the UK and will be required to undergo and maintain appropriate UK government security clearance.