Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a team to deliver top-notch IT support and develop future tech talent.
- Company: Join Cybit, a forward-thinking tech company focused on innovation and community impact.
- Benefits: Enjoy flexible benefits, 33 days leave, healthcare plans, and a supportive work culture.
- Why this job: Make a real difference in tech support while growing your leadership skills.
- Qualifications: Experience in IT support and team leadership is essential.
- Other info: Diverse and inclusive workplace with clear career progression opportunities.
The predicted salary is between 26000 - 27000 £ per year.
Location: Based from our Newcastle office
Annual salary: £26,000 to £27,000 depending on skills & experience
About Cybit: Predict. Protect. Perform. 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.
Why Join Us? 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 an End User Support Team Leader does at Cybit: The End User Support Team Leader plays a vital role in developing Service Desk talent and delivering an excellent support experience. Leading the team that acts as the first point of contact for technical queries, you’ll ensure high‑quality support, strong customer satisfaction, and effective issue resolution or escalation within agreed timeframes.
You’ll lead a team of Service Desk Agents, supporting their progression from entry‑level roles into technical support careers. Alongside overseeing day‑to‑day operations, you’ll set standards for telephony performance, ticket quality, and first‑time fix, while creating a positive, high‑performing team culture. 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.
We're looking for someone with:
- Technical & Support Skills: Strong understanding of end-user IT support processes and ticketing systems. Ability to triage, prioritize, and resolve technical incidents efficiently. Knowledge of incident management, SLAs, quality assurance, and first-time fix standards. Experience managing telephony systems and ensuring timely call handling. Ability to produce and maintain Knowledge Base Articles (KBAs).
- Team Leader skills: Team leadership and mentoring, including apprentices and new engineers. Onboarding and developing technical talent, fostering growth into more advanced roles. Coaching the team on ticket handling, incident triage, and quality standards. Resource management and workload allocation. Conducting one-to-one meetings and handling employee matters professionally. Promoting personal development and relevant technical certifications.
- Customer Service & Communication: Excellent customer service skills, aiming for high satisfaction metrics (eNPS/NPS). Effective communication with customers, stakeholders, and third parties during escalations.
- Analytical & Organizational Skills: Monitoring, tracking, and reporting team performance and quality metrics. Attention to detail for incident management and ticket processing. Prioritizing incidents and managing high-volume support periods efficiently.
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:
- 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
- Volunteering time available
Cybit is passionate about having a diverse workforce by encouraging equality, diversity, and inclusion throughout the business. We have an inclusive environment where employees are encouraged to speak openly about what matters to them. This allows us all to learn and grow together within a safe and respectful environment. We provide equal opportunities to all and are a proud member of the Disability Confident scheme.
End User 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 End User 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 skills as an End User Support Team Leader can help them achieve their goals. This will show you're genuinely interested and ready to make an impact.
✨Tip Number 2
Practice your leadership skills! Since this role involves leading a team, be prepared to discuss your experience in mentoring and developing talent. Think of specific examples where you've successfully coached someone or improved team performance. We want to see your passion for helping others grow!
✨Tip Number 3
Show off your customer service chops! Be ready to share stories about how you've handled difficult situations with customers or resolved technical issues efficiently. Highlighting your communication skills and ability to maintain high satisfaction metrics will definitely catch our eye.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions ready about the team culture or growth opportunities at Cybit. This shows that you’re not just looking for any job, but that you’re keen on being part of our dynamic, people-first team. And remember, apply through our website for the best chance!
We think you need these skills to ace End User Support Team Leader (Hiring Immediately) in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the End User Support Team Leader role. Highlight your technical support knowledge, team leadership experience, and any relevant achievements to grab our attention!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how you can contribute to our mission at Cybit. Be genuine and let your personality come through.
Showcase Your Customer Service Skills: Since customer satisfaction is key for us, make sure to include examples of how you've provided excellent support in previous roles. We love seeing how you’ve made a positive impact on customers!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Cybit
✨Know Your Tech Inside Out
Make sure you brush up on your understanding of end-user IT support processes and ticketing systems. Be ready to discuss how you've triaged and resolved technical incidents in the past, as this will show your practical experience and problem-solving skills.
✨Showcase Your Leadership Skills
Prepare examples of how you've led a team or mentored others in previous roles. Highlight your ability to foster growth and development within a team, as Cybit values strong leadership and the ability to nurture talent.
✨Customer Service is Key
Be ready to talk about your approach to customer service and how you ensure high satisfaction metrics. Think of specific instances where you effectively communicated with customers during escalations, as this will demonstrate your communication skills and commitment to customer care.
✨Metrics Matter
Familiarise yourself with key performance indicators related to support teams, such as SLAs and first-time fix rates. Be prepared to discuss how you've monitored and reported on team performance in the past, as this shows your analytical skills and attention to detail.