Head of Support

MCS Group is delighted to be partnering with a growing software business as they appoint a Head of Client Support. This is a senior role, with opportunity for a leader within application support to shape and scale a modern support function, combining exceptional client service with intelligent automation, operational excellence and strong people leadership. You will take full ownership of the support strategy, develop a high-performing team and build a scalable service model capable of supporting a growing enterprise client base.

The Role The Head of Support will define and deliver the Support strategy for a growing client base. You'll lead, coach and develop the support team. You'll own service performance, SLAs and customer satisfaction. Act as the senior escalation point for key clients. Improve incident, problem and escalation management. Introduce stronger reporting, analytics and performance measures. Reduce recurring issues through effective root-cause analysis.

Improve workflows, processes and support tooling. Drive greater use of AI, automation and self-service across the support team. Work closely with Product, Engineering, Delivery and Customer Success Represent the voice of the customer across the wider business

The Person Leadership experience within Client Support, Technical Support, Service Delivery or Customer Operations. Experience supporting enterprise customers within a software or technology business. A track record of improving service quality and operational performance. Strong people management, coaching and team development experience. Experience managing customer escalations and major incidents. A data-led approach to support metrics, reporting and decision-making. Experience improving support processes, workflows and platforms.

Strong stakeholder management and communication skills.

Experience with Zendesk, AI-enabled support tools, automation or knowledge-centred service would be particularly valuable. Salary Up to £70,000 plus benefits. To speak in absolute confidence about this opportunity, please send an up-to-date CV via the link provided or contact Chris Busby, Associate Director - IT Recruitment, at MCS Group Even if this position is not right for you, we may have others that are.

Please visit MCS Group to view a wide selection of our current and exclusive roles All conversations will be treated in the strictest of confidence.

Skills:

Support Manager Head of Support Application Support SQL Software Support Benefits:
Work From Home