Job Description

Job Summary

The Customer Support Team Lead is responsible for managing the day-to-day delivery of Equinoxx support services across the organisation, ensuring timely and effective resolution of technical issues, including hardware, software, and application support. This role involves leading and mentoring a team of support technicians, overseeing incident and service request management, and maintaining a high standard of end-user satisfaction. The Customer Support Team Lead collaborates with other teams and stakeholders to drive service improvements, enhance support processes, and ensure the reliability and performance of IT services across all business areas.

Key Responsibilities

Leadership & Team Management

Lead, mentor, and support a team of support technicians, providing ongoing guidance, training, and performance management. Set clear objectives, team goals, and KPIs to drive accountability, performance, and service excellence. Manage team scheduling and resource planning to ensure consistent support coverage across all support channels. Conduct regular one-to-one meetings, team reviews, and development conversations to address performance, challenges, and growth opportunities. Act as a technical escalation point, balancing hands-on issue resolution with mentoring and operational oversight. Develop the technical capability of the support team through structured training, mentoring, and best-practice guidance.
Support Delivery Management

Oversee the delivery of end-user support services, ensuring timely and effective resolution of hardware, software, application, and system-related issues. Manage the incident and service request lifecycle in line with SLAs and IT service management standards. Oversee and prioritise incident response, ensuring timely resolution and minimal disruption to users. Coordinate with other teams to ensure complex issues are escalated, investigated, and resolved, with root causes addressed to prevent recurrence. Ensure the support of business-critical software systems, both off-the-shelf and bespoke, is incorporated into service delivery activities.
Continual Improvement

Continuously assess and enhance support processes, workflows, and tooling to improve operational efficiency and user satisfaction. Champion the adoption of industry best practices (e.g. ITIL, problem management). Identify recurring technical or software-related issues and collaborate with relevant teams to implement long-term fixes or enhancements.
Reporting & Documentation

Maintain accurate and up-to-date documentation for service desk operations, including support procedures, resolution steps, and application-specific knowledge. Produce and deliver regular reports on service desk performance, such as ticket volumes, resolution times, and user feedback. Ensure knowledge base articles and self-service content are reviewed and updated regularly to support end-users and reduce ticket volumes.
Customer Service Excellence

Ensure the delivery of a professional, customer-focused support experience across all interactions. Act as a point of escalation for complex, high-impact, or sensitive support issues, ensuring effective communication and timely resolution. Foster a positive, user-centric culture within the team, leading by example and reinforcing service excellence.
Collaboration & Communication

Serve as a key link between the Customer Support Team, and other teams to ensure consistent and coordinated service delivery. Collaborate with IT leadership on system improvements, new technologies, and service initiatives that impact software and infrastructure support. Support the rollout of new software solutions and updates by coordinating training, documentation, and front-line support readiness.

Skills, Qualifications & Experience

Core Skills

Strong communication, leadership, and stakeholder engagement skills. Ability to manage and prioritise workload across a team in a fast-paced support environment. Solid understanding of IT service management practices, particularly incident, request, and problem management. Familiarity with managing or supporting internal and third-party software solutions, including SaaS and legacy systems.

Experience

Experience in IT customer support, service desk, or technical support roles, with at least 1-2 years in a supervisory or lead capacity. Proven experience managing IT support teams, including performance reviews, workload management, and staff development. Experience working with ITSM platforms
Job Types: Full-time, Permanent

Pay: 35,000.00-40,000.00 per year

Benefits:

Flexitime On-site parking Sick pay Work from home
Work Location: In person