Head of Support Services

Job Title: Head of Support Services

Location: Based from our Newcastle office (Cobalt Business Park), remote working flexibility. Estimated 3 days in the office, 2 days remote working

Annual salary: up to £75,000 depending on skills & experience

Predict. Protect. Perform

We're a team of passionate professionals dedicated to delivering positive business outcomes. Our technology propositions are led by data intelligence and AI to ensure that our customers can operate confidently with the right digital workspace, security, cloud solutions and managed services. We are motivated by a single belief that if we do our jobs right for our customers, we can make a positive difference to the people and world around us; by helping businesses achieve greater productivity and resilience through the right technology implementation and management, and supporting essential public sector organisations to deliver on the critical work they do.

Why Join Us?

Joining Cybit means becoming part of a dynamic and outcome-focused team that spans locations in Berkshire and Newcastle. Our team of over 100 people value each other first and foremost, respect the talent, ideas and skills we can contribute to making Cybit a special and rewarding place to work.  

At Cybit, you are recognised and valued, and you can make a real difference to how our company delivers and is viewed as a brand.

If you're looking for a challenging and fulfilling career in technology, Cybit is the place for you. Together, we will create a safer, more resilient future for everyone.

As Head of Support Services, you will lead the strategic direction and daily operation of Cybit’s customer support function, ensuring exceptional service delivery across all support channels. This role is focused on enhancing the end-to-end customer experience, driving operational excellence, and fostering a high-performance, customer-first culture.

You will oversee multi-tier support teams and their leaders, embedding consistent service standards and a strong focus on SLAs, KPIs, and customer satisfaction (NPS). Working closely with cross-functional teams, you will identify opportunities to improve systems, processes, and support models, placing automation and continuous improvement at the heart of service delivery.

Your leadership will be key to scaling support capabilities in line with business growth, while ensuring a seamless, proactive, and resilient support experience for Cybit’s customers.

What we're looking for

• A strong track record of leading and managing teams, including hiring, training, and performance management.
• A solid understanding of key performance indicators, including service level agreements (SLAs), first response time, and Net Promoter Score (NPS)
• Strong understanding of MSP service desk functions, including incident triage, escalation procedures, ticket lifecycle management, and coordination across multi-tiered support teams
• Experience of developing and implementing strategic plans for support services including resource allocation, service delivery, and continuous improvement.
• Excellent communication skills, both written and verbal, are essential for interacting with team members, stakeholders, and clients.
• A deep understanding of customer needs, service delivery, and customer relationship management for ensuring high quality support.
• Be able to identify, analyse, and resolve complex issues effectively, including problem solving, analytical skills and the ability to interpret data.
• Effective collaboration with other departments and stakeholders, and build strong relationships with the organisation and external partners.
• Familiarity with ITSM tooling
• Adaptable to changing circumstances, embrace new technologies, continuously seek ways to improve service delivery and customer satisfaction.

Key responsibilities

• Lead the overall strategy, performance, and delivery of Cybit’s support services across all tiers and channels

• Manage and develop team leaders and managers across support tiers, fostering a high-performance and customer-centric culture
• Create a positive, can-do attitude while motivating teams and nurturing talent to drive performance and growth.
• Own support KPIs, SLAs, and NPS targets, using insights to drive improvements in service delivery and efficiency
• Oversee end-to-end customer support operations, ensuring quality, consistency, and timely resolution of issues
• Act as the senior point of escalation for complex or critical customer issues, ensuring swift and effective resolution
• Identify and implement process and tooling improvements to enhance scalability, responsiveness, and quality of service
• Champion an “automate-first” approach to reduce manual effort and increase service consistency

• Collaborate with professional services, product, customer success, and other departments to continuously improve the customer journey
• Drive the development and execution of training, documentation, and support knowledge resources
• Oversee support capacity planning and workforce optimisation to meet demand during business growth or change
• Ensure strong governance over incident, problem, and change management processes within support
• Provide regular reporting and insights to senior leadership on support performance, customer sentiment, and key risks
• Maintain compliance with internal standards, security requirements, and regulatory obligations

Be well looked after

Happy people make happy businesses. We have a great range of flexible benefits which helps you to do your best work every day. This includes:

• Bonus scheme
• Pension scheme
• 33 days annual leave including bank holidays (& the opportunity to buy more if desired)
• Healthcare cash plan
• Company electric car scheme
• Cycle to work scheme
• Employee assistance programme
• Occupational sick pay.