Location: Surbiton, Greater London Salary: Up to £80,000 DOE Working hours: 0900 to 1700 monday to Friday Benefits: Health Cover, Car allowance, 25 Days Holiday BH, Flex Benefits (EMCOR UK discount scheme) About EMCOR UK: At EMCOR UK, we revolutionise facilities management by combining our engineering heritage and innovation capability. We prioritise people in everything we do, collaborating closely with our customers to understand all their needs, from the big picture to day-to-day operations. Our purpose is to “create a better world at work”. Using our unique insight platform, "One Data World," we harness data-driven intelligence to make informed decisions, adapting our services to meet our customers’ evolving requirements. This allows us to cultivate an enhanced workplace experience for their teams whilst optimising efficiency, meticulously managing every asset, and minimising their impact on the planet. All supported by our commitment to safety, compliance, and assurance. Our partnering approach empowers our customers to shape a better future. Whether guiding their path to net zero or redeveloping their facilities for enhanced efficiency, we create better places for work whilst taking away the burden of facility operations, freeing up our customers to concentrate on their business. Lead and manage the IT customer support team, ensuring the delivery of exceptional service across various support channels (phone, email, portal, ticketing system). Develop and implement customer support strategies, processes, and best practices to enhance customer satisfaction and operational efficiency. Oversee the resolution of complex technical issues, ensuring timely and accurate solutions to both internal and external customers. Establish and monitor key performance indicators (KPIs) for the customer support team, including response times, resolution rates, and customer satisfaction metrics. Design and implement processes & policies for the organisation, aligning with overall business strategy and objectives. Drive continuous improvement initiatives to optimize customer support workflows, tools, and resources. Collaborate with Infrastructure, Business Systems and Information Security teams to identify recurring issues and proactively address potential problems. Provide leadership, coaching, and mentorship to the support team, promoting a culture of professional development and teamwork. Act as the escalation point for complex or high-priority customer issues, ensuring a swift and effective resolution. Maintain and update knowledge base content, ensuring accurate and up-to-date information for both customers and support agents. Analyse customer feedback, support trends, and system performance data to drive improvements in product and service offerings. Strong leadership experience, including hiring and mentoring talent, skills evaluation, succession planning, skills development, ensuring productivity and engagement. Design, implement, and maintain the Service Desk and Desktop technology roadmaps with senior management. Oversee the implementation, delivery and administration of IT systems, services, and technologies. Work with senior IT leaders to drive adoption of modern technologies and processes to create efficiencies in maintaining IT systems Responsible for defining and implementing reports across all IT support activities, inc. the development and production of Power Bi dashboards to aid ticket management. Actively participate in the design of information and operational support systems, remaining fully engaged in hands-on implementation. Own the starters, movers & leavers processes, ensuring all aspects are followed in an accurate and timely manner, paying particular focus to the aligned asset management processes Own Desktop software and hardware asset management, ensuring compliance with best practice, accreditation requirements and licensing laws. Handle escalations as appropriate Coordinate internal IT teams and other third-party support vendors to resolve complex issues Lead the configuration of our new ITSM system (ServiceNow) in Q1 Provide leadership in driving forward new and existing IT department projects, demonstrating an ability to work efficiently within tight deadlines. In conjunction with the Head of Information Security deliver a comprehensive assurance framework for the Service Desk and Desktop environments, recognising the regulated nature of the business and parent organisation Engage and participate in the change management process for all IT systems, ensuring proper planning, testing and communication of changes Develop and maintain IT disaster recovery and business continuity plans to minimise disruptions, ensuring resilience of critical systems & operations in the event of unforeseen emergencies. Experience in vendor selection, management and contract negotiation for IT services, hardware, and software procurement. Manage budgets and resources for the customer support function, ensuring cost-effectiveness while maintaining high service levels. Person Specification Proven experience in IT customer support, with a track record of managing support teams and delivering excellent customer service in a technology-driven environment. Strong technical understanding of IT systems, software, and services to guide your team in resolving complex technical issues. Exceptional leadership and team management skills, with the ability to motivate, mentor, and develop high-performing support teams. Excellent communication and interpersonal skills, with the ability to engage and build relationships with customers and internal stakeholders. Analytical mindset with the ability to assess data, identify trends, and implement improvements based on customer feedback. A customer-first mentality, with a passion for delivering outstanding service and exceeding customer expectations. Strong problem-solving abilities and the capacity to handle high-pressure situations with professionalism. Lead by example fostering a hands-on approach to problem solving & solution implementation. A collaborator across all levels and willingness to get stuck in when needed Experience and knowledge of programme and project management skills, producing business cases and delivering multiple projects Experience with end-to-end governance and structures required to ensure success within a fast-paced team and environment Relevant certifications or training in customer support, ITIL, or service management are a plus At EMCOR UK, we embrace and celebrate diversity in all its forms. We welcome applicants from all backgrounds and experiences, regardless of age, race, gender, sexual orientation, religion, disability, or any other characteristic that makes you unique. We believe that a diverse and inclusive workforce fosters creativity, innovation, and better problem-solving. We encourage applications from all candidates and are committed to providing equal opportunities for employment and growth, supported by our inclusive policies and practices. Join us in our endeavour to build a culture of mutual respect and equity, a place where every voice is heard, and every individual is championed. Join us in building a better world at work. Benefits 25 Days holidays Bank holidays Holiday Buy Scheme - up to 5 days a year Industry leading Maternity & Paternity Policies Refer a Friend scheme – worth £500 per referral GEMS – Internal recognition scheme with vouchers for Amazon and retail/dining Extensive Learning & Development opportunities, including opportunities for progression. Access to Flex Benefits: Discount Shopping, Gym, Mobile, Family Activities, Insurance, Dining Experience, Car Leasing and Breakdown Cover. Bike To Work Scheme Paid volunteering and charity days Medicash - Health cash plan - Benefits covered include dental, optical, physiotherapy and a health & wellbeing. Employee Assistance Programme - Offering guidance and advice on Personal, Health, Legal and Financial queries. LI-SN1