Head of IT Support Services (m/f)

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.

• Lead and manage the IT Support function (Level 1), overseeing a team of approximately 20 people, including 2 Team Leaders, across service desk and on-site support
• Ensure high-quality delivery of IT support services, with a strong focus on user experience, responsiveness, and reliability
• Supervise 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-up
• Monitor and improve service performance through KPIs and SLAs, driving continuous improvement initiatives
• Collaborate closely with Level 2/3 teams, infrastructure, and applications to ensure seamless service delivery
• Analyze support activity and performance data to identify trends, recurring issues, and opportunities for optimization
• Ensure proper documentation, knowledge management, and adherence to support processes and standards
• Lead, coach, and develop Team Leaders, supporting their ability to manage teams effectively and drive engagement
• Contribute to resource planning, recruitment, onboarding, and performance management of the team
• Support the evolution of tools, processes, and ways of working to enhance efficiency and service maturity
• Foster a collaborative, accountable, and customer-oriented team culture within a multicultural and 24/7 environment

Leadership & Soft Skills:

• Demonstrated ability to lead, mentor, and develop team members / junior managers
• Strong organizational skills with experience implementing structured processes and governance models
• Ability to manage conflicts effectively and foster a respectful, inclusive workplace
• Excellent communication skills with the capacity to align multiple stakeholders toward shared objectives
• Results-oriented mindset with a strong focus on accountability, service quality, and continuous improvement

Qualifications & Experience:

• Master’s degree in Information Technology, Computer Science, or a related field
• Proven experience in IT support management or service delivery leadership roles
• Strong written and verbal communication skills, with the ability to engage diverse teams and stakeholders
• Analytical thinker with a solution-focused and business-oriented approach
• Experience with IT service management frameworks (ITIL certification is a plus) and/or project management methodologies
• Fluency in English; additional languages are considered an advantage

For 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.