Pemberton Partners
Head of IT Support
London
Posted about 13 hours ago
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Job Purpose
The Head of IT Support is responsible for leading the IT Support and Service Management function, ensuring the delivery of a high-quality, resilient and user-focused technology service across the Bank.
The role provides strategic and operational leadership across the Service Desk, IT Service Management (ITSM), major incident management, executive support, service quality and IT operational resilience. Acting as a key face of IT Operations, the role requires strong stakeholder management, leadership and the ability to operate effectively in a fast-paced financial services environment.
The role enables the Bank and its people to operate effectively, securely and efficiently, while acting as a trusted bridge between the local business, IT teams, outsourced partners and Group IT.
Principle Accountabilities & Duties
IT Support & Service Desk Leadership:
- Oversee day-to-day Service Desk operations across London and France, ensuring consistent, efficient and high-quality support.
- Directly manage and develop the IT Service Desk team, providing leadership, coaching and performance management.
- Ensure the Service Desk delivers an exceptional user experience, with a strong focus on responsiveness, ownership and customer satisfaction.
- Technically sound, providing white-glove technology support to C-suite executives, senior management and other key stakeholders.
- Act as a senior escalation point for complex or high-impact IT issues.
- Provide flexibility and availability outside core business hours when required to support critical business needs.
IT Service Management & Digitalization:
- Own and continuously improve the Bank's core ITSM processes, procedures, controls and governance.
- Oversee processes including Incident, Major Incident, Problem, Change, Request, Knowledge, Asset and Configuration Management.
- Identify opportunities to further digitalize and automate ITSM processes to improve efficiency and user experience.
- Lead the digitalization and automation of employee lifecycle processes, including joiner, mover and leaver activities.
- Drive continual service improvement and ensure ITSM practices remain aligned with business and regulatory expectations.
- Maintain appropriate service documentation, procedures, controls and operational standards.
Major Incident & Operational Management
- Act as the focal point and senior IT lead for all major IT incidents:
- Coordinate technical teams, vendors, stakeholders and senior management during critical incidents.
- Ensure effective communication, escalation, business impact assessment and post-incident review.
- Identify recurring issues and drive problem management and preventative actions.
- Ensure lessons learned from incidents are incorporated into service improvement initiatives.
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IT Service Governance & Reporting:
- Co-chair IT Service Management and IT Service Quality meetings.
- Lead the preparation and presentation of IT service KPIs, SLAs, operational metrics and performance dashboards.
- Produce and present management information through dashboards, reports and executive-level slide decks.
- Monitor service performance against agreed SLAs and identify areas requiring corrective or improvement action.
- Provide clear and concise reporting to senior management and relevant governance forums.
IT Resilience & Disaster Recovery:
- Act as the primary IT coordinator for IT Disaster Recovery and operational resilience exercises.
- Coordinate participation across IT teams, vendors and relevant business stakeholders.
- Ensure DR exercises are appropriately planned, executed, documented and followed up.
- Track remediation actions and ensure lessons learned are incorporated into future exercises and operational plans.
Stakeholder & Vendor Management:
- Act as a key face of IT Operations and a trusted technology partner to the wider business.
- Build strong relationships with business stakeholders, senior management and key users.
- Develop and maintain effective relationships with outsourced service providers and technology partners.
- Build strong working relationships with the Bank's parent/group IT functions, including key stakeholders in headquarter.
- Represent local IT requirements within group-wide technology initiatives and ensure effective communication between local and group IT teams.
- Actively participate in and contribute to Group IT projects and strategic technology initiatives.
Leadership & Business Continuity:
- Provide leadership and direction across the IT Support function while maintaining a strong focus on service quality and operational excellence.
- Act as a deputy to the Head of IT when required, including providing appropriate leadership and decision-making cover during periods of absence.
- Support the Head of IT with strategic, operational and governance responsibilities.
- Promote collaboration across IT and encourage a culture of ownership, accountability and continuous improvement.
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Qualifications, Knowledge, Skills, Experience Required:
Qualifications and Experience:
- Degree educated or equivalent level qualification.
- ITIL Certification or equivalent knowledge essential.
- 5–7 years of experience at a similar level.
- People management experience.
Technical Skills:
- Windows 10 / 11.
- Active Directory User and Group Management.
- GPO troubleshooting.
- VPN Troubleshooting.
- Citrix Virtual Desktops and Applications (VDA) / Citrix XenApps Troubleshooting.
- Networking (DHCP / DNS / TCPIP).
- Hardware Support (Desktop / Laptops / Phones).
- BlackBerry UEM.
- RSA token management.
- Incident Management.
- Problem Management.
- Change Management.
- Risk Management.
- Project Management
Behavioral Skills:
- Approachable – someone employees and stakeholders feel comfortable approaching for support, advice and guidance.
- Service-focused – genuinely passionate about delivering an excellent user experience and ensuring technology enables the business effectively.
- Proactive and dependable – someone who takes ownership and follows issues through to resolution rather than simply passing them on.
- Willing to go the extra mile – prepared to step outside normal boundaries when required to support the business, particularly during critical incidents or business-impacting events.
- Calm under pressure – able to provide clear leadership and direction during major incidents and challenging situations.
- Collaborative – able to work effectively across local IT, Group IT, outsourced providers and business stakeholders.
- Commercially aware – understands the needs of a financial services organization and balances service quality, risk, cost and business priorities.
- Relationship-oriented – capable of building trusted relationships with senior executives, suppliers and Group IT stakeholders.
- Continuous-improvement focused – constantly looking for opportunities to simplify, automate, digitalize and improve IT services.
- Visible and engaged – an active participant in Group IT initiatives and a strong ambassador for the IT function.
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Skills
IT Service Management
Incident Management
Problem Management
Change Management
People Management
Stakeholder Management
ITIL
Active Directory
Citrix
VPN Troubleshooting
Windows 10/11
Disaster Recovery
Operational Resilience
Vendor Management
KPI Reporting
Executive Support
Location