Utelize is a specialist IT service provider supporting large organisations with mobile device management, connectivity, and end-user support. Our services help customers to:Free IT teams for strategic projectsReduce device, connectivity, and support costsImprove end-user support and issue resolutionRapidly replace lost or damaged devicesProtect against mobile security threatsAdopt more sustainable device reuse and recyclingWith 30% year-on-year revenue growth in 2023 and 2024, our first acquisition in Q4 2024, and strategic investment from BGF in 2025, this is an exciting time to join Utelize as we accelerate innovation and expansion.We are a team of 40+ based across Malvern, Crawley, and Kent, with strong social values and a commitment to excellent customer service. Alongside our commercial growth, we have raised over £200k for Solar Learning Labs in Africa and planted more than 60,000 trees to offset the environmental impact of mobile devices.Role DescriptionAs Utelize continues to scale, the Head of Support will play a pivotal role in designing, embedding, and continually improving the processes that underpin our Service Delivery function. Based at our Malvern site, you will lead a growing First Line and Technical Support team, ensuring the highest standards of customer service while developing scalable, efficient, and data‑led support operations.This is a hands‑on leadership role suited to a proactive, strategic thinker who is passionate about customer experience, operational excellence, and team development.Key ResponsibilitiesDefine and implement the future vision for Support services in collaboration with the Customer Services Director.Ensure service delivery is underpinned by effective use of tools such as Freshdesk, Inview Mobile, and associated platforms.Lead quantitative and qualitative performance reporting against SLAs and contractual requirements.Manage time reporting, identify trends, conduct root‑cause analysis and drive corrective actions.Implement and oversee customer satisfaction measurement and reporting.Service Operations & Escalation ManagementLead the daily operations of the First Line & Technical Support team.Ensure best practice ticket lifecycle management within Freshdesk.Drive process standardisation, automation, data quality, and operational efficiency.Escalate complex issues to specialist teams and act as the senior escalation point for service level failures.Provide occasional out of hours escalation cover to ensure continuity for priority incidents.Own and maintain the Confluence knowledge base, ensuring high-quality procedures and documentation.Build a high‑performing, motivated team through ongoing coaching and performance reviews.Use Freshdesk performance metrics to inform development plans.Identify resourcing, automation, and self‑service opportunities.Implement structured training plans aligned to service needs.Support pre‑sales activity by advising on service feasibility and requirements.Work closely with Customer Success team to ensure effective onboarding of new customers.Coordinate in‑life service changes and operational readiness for new services.Lead regular service performance and improvement reviews with customers, partners, and internal teams.Provide actionable insights based on Freshdesk reporting and trend analysis.Deliver monthly reporting to the Customer Services Director.QualificationsEssential Experience & EducationExperience in a fast‑growing telecoms or IT services environment.Proven experience managing a First Line and Technical Support teams.Strong analytical and problem‑solving capability.Extensive experience with helpdesk systems (e.g. Freshdesk).Advanced Excel skills and familiarity with reporting tools such as Power BI.Knowledge of hardware and mobile network, smartphone and tablet technologies.Experience managing support services across 100+ customers.Experience scaling support operations and driving automation. #J-18808-Ljbffr