Group Head of Operations

Group Head of Operations

London, UK (5 days onsite)

£180,000 per annum

TechHeads is currently seeking a Group Head of Operations to lead and transform the IT Service Desk function within a dynamic and fast-paced environment. This London-based role is ideal for a seasoned operations leader with a strong background in end-user and desktop support, capable of driving service excellence across a global organisation.

Key Responsibilities

• Lead and elevate the existing IT Service Desk, ensuring best-in-class support across the business.
• Oversee IT support operations including desktop support, printers, PCs, Windows environments, meeting room tech, and end-user IT equipment.
• Manage a geographically dispersed team, fostering cohesion, performance, and accountability.
• Deliver exceptional stakeholder engagement.
• Restructure the team as needed: assess performance, make tough decisions on performance, and lead recruitment of high-calibre talent.
• Prioritise ruthlessly and make independent decisions aligned with business needs.
• Take full ownership of IT support across ~650 users in 10 global offices.
• Autonomously drive improvements, process optimisation, and service excellence.
• Operate with high levels of professionalism, discretion, and leadership authority.

Key Requirements

• Proven leadership experience in IT Operations or End-User Support in a fast-paced environment.
• Deep expertise in Desktop Support and IT Service Management – a hands-on understanding of the technology and how to drive performance.
• Demonstrated success in team transformation: performance management, restructuring, and hiring.
• Exceptional stakeholder management skills – must be confident interfacing with senior leadership and trading floor users.
• Strong ability to prioritise under pressure and operate with autonomy and sound judgment.
• Clear, effective, and diplomatic communicator, capable of handling sensitive challenges discreetly.
• Comfortable operating with seniority and visibility in a demanding London HQ.