Head of IT Support Services - Multi-Site, ITIL, Networking - £75,000 - £78,000 + 25% bonus

Location: London, United Kingdom

A rapidly expanding, premium flexible workspace provider is searching for a Head of IT Support Services. This established UK-based company manages a large portfolio of distinctive, high‑spec locations across major cities in the UK and Europe. Supporting a community of tens of thousands of members, the company provides signature hospitality and wellness‑focused environments for teams ranging from scaling ventures to established global brands.

The Head of IT Support Services will take ownership of the critical, customer‑facing support function across all sites, ensuring exceptional service and operational reliability.

Responsibilities

• Lead, coach, and develop a geographically dispersed team of 8 IT Support Engineers.
• Implement ITIL/ITSM best practices to streamline support processes, improve incident resolution, and enhance client reporting.
• Set the standard for customer experience, ensuring high availability and performance of IT services across multiple sites.
• Act as the senior technical escalation point for issues impacting client networks and workspace technologies.
• Manage and organise the Out of Hours support rota for critical customer issues.
• Produce and publish weekly and monthly client IT Support performance statistics.
• Work with infrastructure teams to drive improvements and efficiencies based on frontline support feedback.
• Maintain accurate site documentation for all support teams.
• Work with complex network (Ruckus, Meraki, Cisco) and AV/VC (Yealink) technologies.

Qualifications

• Proven career progression from hands‑on technical IT roles into team leadership or management.
• Strong background in multi‑site, customer‑facing IT support and infrastructure.
• Experience leading and mentoring a dispersed support team.
• Hands‑on technical knowledge of current WiFi, LAN, PC operating systems, and hardware standards.
• Expertise in implementing and working within ITIL/ITSM processes (e.g., ServiceNow or equivalent).
• Familiarity with collaboration and conferencing platforms (Microsoft 365, Teams, Zoom Rooms).
• Ability to balance technical depth with excellent verbal and written communication for senior stakeholder and client engagement.

If you are an experienced IT Support Leader ready to define the service standard for a premium, fast‑growing workspace provider, please apply!