Head of IT Business Support

Darktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape every day. Founded in 2013, Darktrace provides the essential cybersecurity platform protecting nearly 10,000 organizations from unknown threats using its proprietary AI.

The Darktrace Active AI Security Platform™ delivers a proactive approach to cyber resilience to secure the business across the entire digital estate – from network to cloud to email. Breakthrough innovations from our R&D teams have resulted in over 200 patent applications filed. Darktrace’s platform and services are supported by over 2,400 employees around the world. To learn more, visit http://www.darktrace.com.  

Job Description:

You’ll be joining Darktrace’s Enterprise IT Team as a key part of the leadership team.  This role involves running our IT helpdesk operation, working closely with our Infrastructure Leads to ensure cohesive IT support is delivered to the business.  You’ll be liaising with stakeholders from across the business & supporting key relationships both internally and externally.

What will I be doing:

• Lead the IT Support Operation, building teams, outlining improvement opportunity and empowering the team to deliver the highest possible quality support to the business and meet our SLA commitment.

• Act as the IT business Partner to understand and translate those into IT requirements

• Demonstrate a positive example to be proactive on ownership of problem resolution. Promote a policy of “don’t walk by”. 

• Act as technical escalation point, logically troubleshooting problems and guiding staff through the troubleshooting process.

• Build and promote an enablement program for the 1st and 2nd line team.

• Work closely with the other Leads to align IT service strategies, drive process improvements and enhance service quality.

• Implement and apply best practices and ensure we’re following them when it comes to IT Support

• Drive forward improvements and work to modernise improve our IT Support, taking advantage of new technologies and embracing AI in the workplace.

• Develop and maintain a robust knowledge base that promotes learning and supports agentic delivery.

• Facilitate the Change Advisory Board (CAB) ensuring adherence to SOX and ISO compliance are upheld and operationally met by the support teams.

• System Owner responsibilities for the ITSM (FreshService) owning SOX/ISO accountability, quarterly access reviews and defining vision for the future.

• Manage operation to budget.

• Providing effective communications to the wider leadership and across the department.

What experience do I need:

• Senior experience leading enterprise IT support functions (1st & 2nd line), with clear ownership of service quality and SLAs

• Proven track record building, managing, and developing support teams, including multiple direct reports

• Experience acting as senior escalation point for complex or business‑critical issues

• Comfortable operating in fast‑paced, high‑growth environments

• Strong people leader with demonstrable coaching and talent development capabilities

• Experience owning budgets, resourcing, and operational decision‑making

• Strong understanding of IT service management best practices (incident, problem, change, knowledge)

• Proven ability to modernise and improve IT support operations, including process optimisation and automation/AI adoption

• Acts as an effective IT business partner, translating business needs into practical support outcomes

• Excellent communication skills, able to influence senior and non‑technical stakeholders, whilst advocating for IT Support within wider IT and business forums

• Experience operating IT support in regulated environments (e.g. SOX, ISO)

• Practical experience supporting or contributing to Change Advisory Boards (CAB)

• Able to embed governance and control into day‑to‑day operations

Benefits:

• 23 days’ holiday + all public holidays, rising to 25 days after 2 years of service,

• Additional day off for your birthday,

• Private medical insurance which covers you, your cohabiting partner and children,

• Life insurance of 4 times your base salary,

• Salary sacrifice pension scheme,

• Enhanced family leave,

• Confidential Employee Assistance Program,

• Cycle to work scheme.