Job Overview:

We are seeking a dynamic and experienced Head of Support to lead our Website and Mobile Application Support team. The ideal candidate will have a strong background in ITIL support frameworks, technical expertise in .NET technologies, and a proven track record in managing and improving support operations. This role will be crucial in ensuring the seamless operation and user satisfaction of our digital platforms.

Key Responsibilities:

Leadership & Management:

Lead and mentor a team of support specialists, ensuring high performance and professional growth.

Develop and implement strategies for improving support processes and procedures.

Foster a customer-centric culture within the support team.

Vendor Management expertise to manage managed service providers and their contractual obligations.

ITIL Framework Implementation:

Oversee the adoption and implementation of ITIL best practices within the support team.

Manage incident, problem, change, and release management processes.

Ensure compliance with ITIL standards and continuous improvement of ITIL processes.

Technical Support:

Provide expert-level support for website and mobile application issues, particularly those involving .NET technologies.

Collaborate with the development team to resolve complex technical issues.

Monitor system performance and troubleshoot technical problems as they arise.

Shift: Primarily business hours with 24x7 on‑call for P1/P2 incidents

Stakeholder Management:

Serve as the primary point of contact for support-related queries from internal and external stakeholders.

Communicate effectively with customers to understand their needs and ensure their satisfaction.

Liaise with other departments to ensure alignment and support for business objectives.

Performance Monitoring & Reporting:

Develop and monitor key performance indicators (KPIs) to assess the effectiveness of the support team.

Generate regular reports on support team performance and present findings to senior management.

Use data-driven insights to identify areas for improvement and implement necessary changes.

Continuous Improvement:

Stay updated with the latest trends and advancements in ITIL practices and .NET technologies.

Implement training programs to keep the support team’s skills and knowledge current.

Drive initiatives for process automation and efficiency improvements within the support function.

Qualifications:

Experience:

Minimum of 12 years of experience in an IT support role, with at least 5 years in a leadership position.

Proven experience with ITIL framework and certification in ITIL is highly desirable.

Strong technical experience with .NET technologies.

Skills:

Excellent leadership and team management skills.

Strong problem-solving and analytical skills.

Exceptional communication and interpersonal abilities.

Proficient in using support and IT service management tools.

Ability to work under pressure and handle multiple priorities.

Technical Expertise:

Proficiency in .NET technologies (e.g., ASP.NET Core, ASP.NET MVC, .NET MAUI, Xamarin).

Strong understanding of backend technologies (e.g., C, .NET Core, Entity Framework).

Experience with frontend technologies (e.g., HTML5, CSS3, JavaScript, Blazor).

Familiarity with mobile application development frameworks (e.g., Xamarin, .NET MAUI).

Experience with cloud services (e.g., Azure) and DevOps practices (e.g., CI/CD pipelines, containerization).