Head of IT Customer Support Reporting to: COO / CFO Location: Manchester (Hybrid) Salary: £50,000£60,000 DOE Contract: Full-time, Permanent Hours: MondayFriday, 09:0017:30 (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 & IT Helpdesk function end-to-end Line-manage the Customer Support Team Lead and oversee a UK & 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. 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.