Head of IT Customer Support
Reporting to: COO / CFO
Location: Manchester (Hybrid)
Salary: A GBP 50,000:A GBP 60,000 DOE
Contract: Full:time, Permanent
Hours: Monday:Friday, 09:00:17:30 (with flexibility to support the US team)
Team: Managing a team of 5 across the UK and Denver, USA
Are you someone whos grown within the IT Helpdesk or Technical Support world and understands the pressure of queues, SLAs, escalations and is now ready to lead and shape a customer support function end:to:end?
This is a hands:on leadership role for someone who blends technical capability, customer focus, and people leadership to drive operational excellence and protect the customer experience as the business scales.
About You
Do you come from a technical support / IT helpdesk background and have progressed into leadership? Holding experience in:
: Implementing a tiered triage process
: People leadership
: Operational discipline
: Strategic planning
If you feel you can take accountability for how Customer Support performs as a department and can confidently represent it at a senior level, not being afraid to challenge decisions when they risk the customer experience or long:term sustainability, then this role could be for you.
The Role : Key Responsibilities
* Own the Customer Support and IT Helpdesk function end:to:end
* Line:manage the Customer Support Team Lead and oversee a UK and US:based team
* Define SLAs, escalation models, workflows, and operational standards
* Act as the escalation owner for major customer:impacting incidents
* Drive performance, capability development, and continuous improvement
* Own helpdesk tooling, automation, reporting, and documentation
* Use data and trend analysis to inform decisions and scaling
* Collaborate closely with Product, Engineering, Operations, QA, and Customer Success
* Represent Customer Support confidently in senior and cross:functional discussions
What Youll Bring
Essential:
* Experience managing a technical support or IT helpdesk function
* Strong people leadership, including managing Team Leads or senior staff
* Solid technical understanding to guide escalations and challenge decisions
* Experience working with SLAs, service models, and operational metrics
* Strong analytical and communication skills
Desirable:
* Experience supporting software products or enterprise IT environments
* ITIL or service management knowledge
* Experience with globally distributed teams
* Hands:on experience with helpdesk platforms (e.g. Freshdesk or similar)
* Interest in automation and process improvement
Why Apply?
* Own and shape a critical function at scale
* Lead with autonomy, trust, and influence
* Build a support operation thats valued internally and by customers
If youve built your career in IT Helpdesk, Technical Support, or Customer Support leadership and are ready to step into a role where you truly own the function, wed love to hear from you.
INDLS
Equals One is an advertising and recruitment agency working on behalf of our client to promote this vacancy. You may be contacted directly by the employer should they wish to progress your application. Due to the number of applications we receive, we are unable to provide specific feedback if your application is unsuccessful.