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For Companies At a Glance
- Tasks: Lead and shape the IT Customer Support function while managing a dynamic team.
- Company: Innovative company based in Manchester with a hybrid work culture.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing customer experience and driving operational excellence.
- Qualifications: Experience in IT support leadership and strong analytical skills required.
- Other info: Join a collaborative environment with a focus on continuous improvement.
The predicted salary is between 50000 - 60000 £ per year.
Reporting to: COO / CFO
Location: Manchester (Hybrid)
Salary: £50,000–£60,000 DOE
Contract: Full-time, Permanent
Hours: Monday–Friday, 09:00–17:30 (with flexibility to support the US team)
Team: Managing a team of 5 across the UK and Denver, USA
Are you someone who’s 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 You’ll 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 that’s valued internally and by customers
If you’ve 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, we’d love to hear from you.
Head of IT Customer Support in Manchester employer: Equals One
Contact Detail:
Equals One Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of IT Customer Support in Manchester
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT support world and let them know you're on the hunt for a new role. You never know who might have the inside scoop on openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by brushing up on your leadership skills and technical knowledge. Be ready to share examples of how you've handled escalations and improved customer experiences in your previous roles.
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values and career goals. Check out our website for openings that match your expertise in IT customer support and make sure to tailor your approach!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Use this opportunity to reiterate your enthusiasm for the role and how you can contribute to their customer support function.
We think you need these skills to ace Head of IT Customer Support in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role. Highlight your experience in IT Helpdesk and customer support leadership, focusing on your achievements and how they align with what we’re looking for.
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 your background makes you the perfect fit. Don’t forget to mention your experience with SLAs and operational standards!
Showcase Your Leadership Skills: We want to see how you’ve led teams in the past. Share specific examples of how you’ve managed people, driven performance, and improved processes. This will help us understand your leadership style and capabilities.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Equals One
✨Know Your Stuff
Make sure you brush up on your technical knowledge related to IT helpdesk and customer support. Be ready to discuss specific tools, processes, and metrics you've used in the past. This will show that you not only understand the role but can also lead a team effectively.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed teams or handled escalations in previous roles. Highlight your experience with people leadership and operational discipline, as this is crucial for the Head of IT Customer Support position.
✨Understand the Company Culture
Research the company’s values and mission. Be prepared to discuss how you can align the customer support function with these values while driving operational excellence. This shows that you're not just looking for a job, but are genuinely interested in contributing to their success.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's current challenges in customer support and how they envision the role evolving. This demonstrates your strategic thinking and genuine interest in shaping the department's future.
