Job Title: Head of Support Services
Location: Based in our Newcastle office (Cobalt Business Park), with remote working flexibility. Estimated 3 days in the office, 2 days remote.
Salary: Up to £75,000 depending on skills & experience
Company Overview: Cybit is a team of passionate professionals dedicated to delivering positive business outcomes through data intelligence and AI. We focus on digital workspace, security, cloud solutions, and managed services, supporting businesses and public sector organizations.
Why Join Us? Join a dynamic team that values talent, ideas, and respect. Make a difference in how we deliver services and shape our brand. We aim to create a safer, more resilient future for everyone.
What You'll Do
Lead the strategic direction and daily operations of Cybit’s customer support, ensuring exceptional service across all channels. Drive operational excellence, foster a customer-first culture, oversee support teams, and improve systems and processes with automation and continuous improvement.
What We're Looking For
* Proven leadership and team management skills, including hiring, training, and performance management.
* Understanding of KPIs such as SLAs, response times, and NPS.
* Experience with MSP service desk functions, incident management, escalation, and ticket lifecycle.
* Strategic planning experience for support services, resource allocation, and continuous improvement.
* Excellent communication skills, both written and verbal.
* Deep understanding of customer needs and relationship management.
* Strong problem-solving and data analysis skills.
* Ability to collaborate across departments and with external partners.
* Familiarity with ITSM tools.
* Adaptability and a continuous improvement mindset.
Key Responsibilities
* Develop and execute support strategy, performance, and delivery.
* Manage and develop support team leaders and managers.
* Motivate teams and foster talent.
* Own KPIs, SLAs, and NPS, using insights for improvements.
* Oversee customer support operations, ensuring quality and timely resolution.
* Handle complex customer issues as the senior escalation point.
* Implement process and tooling improvements.
* Promote an “automate-first” approach.
* Collaborate with other departments to enhance the customer journey.
* Develop training and support resources.
* Plan support capacity and workforce optimization.
* Maintain governance over incident, problem, and change management.
* Report on support performance and risks to senior leadership.
* Ensure compliance with standards and regulations.
Benefits
Flexible benefits including 33 days annual leave (including bank holidays) and options to purchase additional leave.
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