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- Tasks: Lead a dynamic team to deliver top-notch customer support and ensure quick ticket resolutions.
- Company: Join Cybit, a forward-thinking tech company focused on data and AI-led solutions.
- Benefits: Enjoy competitive salary, flexible benefits, and generous annual leave.
- Why this job: Make a real impact in tech while growing your leadership skills in a supportive environment.
- Qualifications: Experience in 1st line IT support and strong customer service skills required.
- Other info: Opportunities for career progression and a commitment to diversity and inclusion.
The predicted salary is between 26000 - 27000 £ per year.
Location: Based from our Newcastle office (Cobalt Business Park)
Salary: £26,000 to £27,000 depending on skills & experience (plus enhanced on-call allowance, participation every 5-6 weeks)
Cybit delivers data and AI‑led technology, to help organisations work more securely, productively, and with confidence across digital workspaces, cloud, security, and managed services. Our mission is to create positive business outcomes and support the people and communities our customers serve. We believe the right technology, delivered well, drives resilience, performance, and meaningful impact.
Be part of a dynamic, outcome‑focused, and people‑first team across Berkshire and Newcastle, where talent, ideas, and collaboration are genuinely valued. You’ll have the opportunity to make a real impact on how we deliver technology and how our brand is experienced, while building a meaningful career and helping to create a safer, more resilient future.
Guide to what a 1st Line Support Team Leader does at Cybit:
The 1st Line Support Team Leader is central to delivering an outstanding customer support experience. Leading our frontline technical team, you’ll ensure high‑quality service, fast ticket resolution, and a consistently positive first impression for our customers.
Working 37.5 hours a week with some occasional out of hours on-call work, you will manage a team of 1st Line engineers with varying levels of experience, supporting development while maintaining operational excellence. You’ll own the day‑to‑day operation of the 1st Line team, acting as a technical escalation point, ensuring out‑of‑hours readiness, and driving performance against SLAs. Alongside service delivery, you’ll provide strong people leadership, creating a motivated, high‑performing team.
This role offers clear opportunities for progression and professional development, providing a strong pathway to grow your leadership capability and advance your career within a dynamic technology organisation.
Technical & Support Skills:
- Strong understanding of 1st line IT support processes and ticketing systems.
- Ability to coach the team in effective ticket handling, first-time fixes, and quality standards.
- Knowledge of incident management, service level agreements (SLAs), and quality assurance in support services.
- Experience with on-call and out-of-hours support processes.
- Resource management and workload allocation.
Customer Service & Communication:
- Excellent customer service skills with a focus on achieving high satisfaction (e.g., monitoring KPIs and team performance).
- Attention to detail for ticket management and incident tracking.
We have a great range of flexible benefits which helps you to do your best work every day:
- Enhanced Pension contribution scheme
- ~33 days annual leave including bank holidays (& the opportunity to buy more if desired)
- ~ Healthcare cash plan
- ~ Private Medical Insurance (after 12 months service)
- ~ Company electric car scheme
- ~ Cycle to work scheme
- ~ Employee assistance programme
- ~ Occupational sick pay
- ~ Birthday day off
- ~ Enhanced family leave
Cybit is passionate about having a diverse workforce by encouraging equality, diversity, and inclusion throughout the business.
1st Line Support Team Leader (Hiring Immediately) in Newcastle upon Tyne employer: Cybit
Contact Detail:
Cybit Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support Team Leader (Hiring Immediately) in Newcastle upon Tyne
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Cybit. Understand their mission and values, and think about how your experience aligns with their goals. This will help you stand out and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to 1st line support and leadership. Think about specific examples from your past experiences that demonstrate your skills in customer service, team management, and technical problem-solving. We want to see how you can lead our team effectively!
✨Tip Number 3
Show off your people skills! As a 1st Line Support Team Leader, you'll be managing a diverse team. Be ready to discuss how you motivate and develop your team members. Share your strategies for maintaining high performance and ensuring everyone feels valued and included.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you fresh in their minds. Plus, it shows you’re professional and courteous!
We think you need these skills to ace 1st Line Support Team Leader (Hiring Immediately) in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 1st Line Support Team Leader role. Highlight your experience in IT support, ticketing systems, and any leadership roles you've had. We want to see how your skills match what we're looking for!
Showcase Your Customer Service Skills: Since this role is all about delivering outstanding customer support, don’t forget to showcase your customer service skills. Share examples of how you've achieved high satisfaction rates or resolved issues quickly. We love a good success story!
Be Clear and Concise: When writing your application, keep it clear and concise. Use bullet points where possible and avoid jargon. We appreciate straightforward communication, so make it easy for us to see why you’re the right fit!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to see all the details about the role and our company culture. Let’s get your application in!
How to prepare for a job interview at Cybit
✨Know Your Stuff
Make sure you brush up on 1st line IT support processes and ticketing systems. Cybit values technical knowledge, so be ready to discuss your experience with incident management and SLAs. This will show that you understand the role and can hit the ground running.
✨Showcase Your Leadership Skills
As a potential Team Leader, it's crucial to demonstrate your ability to coach and motivate a team. Prepare examples of how you've successfully led teams in the past, focusing on performance improvement and customer satisfaction. This will highlight your people leadership capabilities.
✨Emphasise Customer Service
Cybit is all about delivering an outstanding customer support experience. Be prepared to share specific instances where you've gone above and beyond for customers. Highlight your attention to detail in ticket management and how you monitor KPIs to ensure high satisfaction.
✨Ask Insightful Questions
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, the company's approach to professional development, and how they measure success in the 1st Line Support role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.