Head of IT Technical Support| Hybrid | Permanent | Up to £55,000Cherry Professional are looking for an experienced Head of IT Technical Support. Ensuring exceptional levels of client and customer satisfaction through effective management and continuously improving support processes. The role involves strategic planning, team leadership, and collaboration with other departments to meet the wider Operations Department’s strategic objectives.Responsibilities:• Deliver weekly performance reports. Proactively manage resource needs and collaborate on scalable solutions • Drive continuous improvement through coaching, training, and performance management. Manage KPIs, training budgets, and recruitment• Oversee service delivery and ensure an excellent delivery of outcomes for • clients in area of responsibility i.e. either first line or second line. • Fostering a customer-first culture and ensuring our support teams deliver first class service to our clients. • Accountable for dashboard reporting of ticket performance ensuring the business is updated on trends and insights across the client and it’s customer case • Support and responsible for Incident Management processes (including out of hours support). • Responsible for the adherence of ticket system • Responsible for highlighting any knowledge base article gaps and creation of new content in the system to drive self-service opportunities• Ensure all KPI’s are met, and client SLAs are correctly r...