Customer Service Team Lead (IT Support)
Derby | Office Based
Salary £30-£35K
Full Time | Permanent
SC Clearance Required
We’re partnering with a well-established UK technology organisation that delivers secure IT, network and infrastructure services into mission-critical environments. With a strong reputation for quality and long-term client partnerships, this business places real emphasis on teamwork, leadership and service excellence.
They’re now looking for an experienced Customer Service Team Lead to take ownership of a 1st line IT support function, ensuring customers receive a consistently high standard of service while supporting and developing a team of technical engineers.
The Role
As Customer Service Team Lead, you’ll be responsible for the day-to-day leadership of a 1st line IT support team, acting as a technical escalation point and working closely with internal stakeholders to continuously improve the customer experience.
Key responsibilities include:
* Leading, mentoring and motivating a team of 1st line IT engineers
* Overseeing daily support operations, ticket queues and workload distribution
* Acting as an escalation point for complex technical and customer issues
* Ensuring incidents and requests are resolved efficiently and in line with SLAs
* Coaching and developing team members through ongoing training and support
* Building strong client relationships and managing expectations effectively
* Collaborating with technical and operational teams to drive service improvements
* Monitoring KPIs and reporting on performance, service levels and customer satisfaction
About You
Essential:
* Background in a technical IT support environment
* Proven experience leading, supervising or mentoring a support team
* Strong leadership, coaching and people-management skills
* Excellent communication skills, able to translate technical detail for non-technical audiences
* Calm, proactive and solutions-focused approach in fast-paced environments
* Strong customer service mindset
Desirable:
* Relevant technical certifications such as CompTIA A+, Microsoft or similar
Security Requirements
This role requires the successful candidate to obtain SC clearance.
To be eligible, you must:
* Have resided in the UK continuously for the past 5 years
* Be a British national or hold dual British citizenship
What’s on Offer
* Flexible benefits package including options for additional annual leave, pension contributions and private healthcare
* 20 days annual leave plus bank holidays, increasing with length of service
* Retail, restaurant and lifestyle discounts
* Share scheme
* Genuine opportunities for career progression and professional development
If you enjoy leading from the front, supporting people to succeed and delivering an excellent customer experience in a secure IT environment, this could be a fantastic next step.