Head of IT Support Services (m/f)
Entreprise
Our client is an established organization operating in a dynamic and technology-driven environment. They are currently strengthening their IT operations team and are looking for a Head of IT Support Services, a skilled professional to oversee end-user support services and ensure a high level of service delivery across the business.
Poste
- Lead and supervise the end-user support function, managing a team of approximately 15–20 employees across service desk and field support activities.
- Oversee daily Level 1 support operations, ensuring efficient handling of incidents and service requests for both internal and external users.
- Take ownership of incident resolution and service request processes, ensuring alignment with recognized service management frameworks (e.g., ITIL).
- Monitor service performance through defined KPIs and SLAs, and initiate improvements to enhance service quality and responsiveness.
- Act as escalation point for critical or high-priority incidents, ensuring timely resolution and conducting post-incident reviews.
- Work closely with second- and third-level support teams, as well as infrastructure and application units, to ensure seamless service continuity.
- Analyze operational data and reporting metrics to identify recurring issues, root causes, and opportunities for optimization.
- Ensure proper documentation practices, including maintaining knowledge bases and support procedures.
- Drive the implementation and adoption of new tools, technologies, and processes to improve efficiency and user satisfaction.
- Coach and develop team leads, supporting their professional growth and performance management.Handle workforce planning activities including recruitment, onboarding, scheduling, and performance evaluations.
- Ensure adherence to internal policies, standards, and best practices while promoting a collaborative and positive team environment.
- Organize and support training initiatives to maintain strong technical expertise and customer service capabilities within the team.
Profil
Leadership & Soft Skills:
- Demonstrated ability to lead, mentor, and develop team members and junior managers
- Strong organizational skills with experience implementing structured processes and governance models
- Ability to manage conflicts effectively and foster a respectful, inclusive workplace
- Excellent communication skills with the capacity to align multiple stakeholders toward shared objectives
- Results-oriented mindset with a strong focus on accountability, service quality, and continuous improvement
Qualifications & Experience:
- Master’s degree in Information Technology, Computer Science, or a related field
- Proven experience in IT support management or service delivery leadership roles
- Strong written and verbal communication skills, with the ability to engage diverse teams and stakeholders
- Analytical thinker with a solution-focused and business-oriented approach
- Experience with IT service management frameworks (ITIL certification is a plus) and/or project management methodologies
- Fluency in English; additional languages are considered an advantage
For more information, please contact Nicolas Hurlin by phone on +352 26 29 45 20.
THE RECRUITER is a recruitment and executive search company specialised in ICT – Telecoms – Digital – Cleantech – Services & Industry. THE RECRUITER empowers companies in their recruitment and HR projects, trusting that Human Factor, thanks to committed, motivated and implicated people, will bring success and added value in any business. THE RECRUITER defines its core values as: transparency, flexibility, professionalism and commitment. We apply these rules to any HR project we are in charge of.