Head of IT Support Services

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.

ResponsibilitiesLead and manage the IT Support function (Level 1), overseeing a team of approximately 18 people, including 2 Team Leaders, across service desk and on-site supportEnsure high-quality delivery of IT support services, with a strong focus on user experience, responsiveness, and reliabilitySupervise daily operations while maintaining a structured and efficient approach to incident and request management (aligned with ITIL practices)Act as an escalation point for complex or high-impact issues, ensuring timely resolution and appropriate follow-upMonitor and improve service performance through KPIs and SLAs, driving continuous improvement initiativesCollaborate closely with Level 2/3 teams, infrastructure, and applications to ensure seamless service deliveryAnalyze support activity and performance data to identify trends, recurring issues, and opportunities for optimizationEnsure proper documentation, knowledge management, and adherence to support processes and standardsLead, coach, and develop Team Leaders, supporting their ability to manage teams effectively and drive engagementContribute to resource planning, recruitment, onboarding, and performance management of the teamSupport the evolution of tools, processes, and ways of working to enhance efficiency and service maturityFoster a collaborative, accountable, and customer-oriented team culture within a multicultural and 24/7 environmentProfileLeadership & Soft Skills:

Demonstrated ability to lead, mentor, and develop team members and junior managersStrong organizational skills with experience implementing structured processes and governance modelsAbility to manage conflicts effectively and foster a respectful, inclusive workplaceExcellent communication skills with the capacity to align multiple stakeholders toward shared objectivesResults-oriented mindset with a strong focus on accountability, service quality, and continuous improvementQualifications & Experience:

Master’s degree in Information Technology, Computer Science, or a related fieldProven experience in IT support management or service delivery leadership rolesStrong written and verbal communication skills, with the ability to engage diverse teams and stakeholdersAnalytical thinker with a solution-focused and business-oriented approachExperience with IT service management frameworks (ITIL certification is a plus) and/or project management methodologiesFluency in English; additional languages are considered an advantageFor 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.