Head of Customer Support & IT Helpdesk
Reporting to: COO / CFO
Location: Manchester (Hybrid)
Salary: £50,000–£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 who's 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
1. Own the Customer Support & IT Helpdesk function end-to-end
2. ...