At a Glance
- Tasks: Lead and develop a dynamic support team, ensuring top-notch customer service.
- Company: Join Global 4, a leader in innovative tech solutions with a stellar reputation.
- Benefits: Enjoy competitive salary, professional growth, and a supportive team culture.
- Other info: Autonomy in your role with excellent career progression opportunities.
- Why this job: Make a real impact by shaping your team's success and customer satisfaction.
- Qualifications: Experience in managing support teams and strong IT knowledge required.
The predicted salary is between 40000 - 50000 £ per year.
About Global 4
Global 4 provides businesses across the UK with innovative technology solutions including cloud telephony, IT services, CCTV & security, mobiles, connectivity and energy solutions. Known for delivering outstanding customer service, we proudly maintain a near five-star Trustpilot rating alongside ISO 9001, 14001 and 27001 accreditations. As our customer base continues to grow, we remain committed to investing in our people, culture and future opportunities.
Role Overview
This is a pivotal leadership role within Global 4's newly structured support function. As a Support Team Manager, you will take full ownership of a dedicated support pod: a discrete, cross‑functional team responsible for delivering both IT and Telco support to an assigned portfolio of customers. You will operate with genuine autonomy, treating your pod as a business unit: accountable for performance, customer satisfaction, escalation resolution, and team development. You will work closely with our Customer Experience Managers and Account Managers to ensure customers receive a seamless, high‑quality experience. This is not a traditional helpdesk management role. We are looking for someone who combines strong people leadership with commercial awareness, a customer‑first mindset, and the ability to drive continuous improvement.
Key Responsibilities
- Team Leadership & Performance
- Lead, motivate and develop a pod of IT and Telco support engineers, fostering a culture of accountability and high performance
- Set clear expectations, conduct regular 1‑to‑1s, and manage performance proactively
- Support cross‑skilling across IT and Telco disciplines within the pod
- Drive attendance, engagement, and wellbeing across your team
- Customer Escalation & Relationship Management
- Act as the senior escalation point for customers within your pod's portfolio, owning issues through to resolution
- Build and maintain strong working relationships with key customer contacts
- Participate in customer service reviews and contribute to retention and satisfaction outcomes
- Work in close alignment with Customer Experience Managers and Account Managers to ensure a joined‑up customer experience
- Service Delivery & Operational Excellence
- Take ownership of pod‑level SLA performance, ensuring targets are consistently met or exceeded
- Monitor workload, prioritisation and ticket quality across the pod
- Ensure accurate time reporting and timesheet submission
- Identify and address recurring issues, driving root cause analysis and service improvement
- Contribute to the development of processes, documentation and tooling that improve team efficiency
- Reporting & Stakeholder Engagement
- Provide regular reporting on pod performance to the Service Director
- Contribute to wider support function planning, including resourcing and structural development
- Collaborate with other Support Team Managers to share best practice and maintain consistency across the function
Skills & Experience
Essential
- Proven experience managing or leading a support team, ideally within a Managed Service Provider environment
- Strong background in IT support: infrastructure, connectivity, or end‑user services
- Demonstrable experience handling customer escalations with professionalism and ownership
- Confident people manager with experience of performance management, coaching and development
- Excellent communication skills: able to engage effectively with both technical teams and non‑technical customers
- Highly organised with the ability to manage competing priorities in a fast‑paced environment
Desirable
- Experience in or exposure to Telco / connectivity support (broadband, SIP, leased lines, mobile)
- Familiarity with ITIL frameworks or formal service management methodologies
- Experience contributing to service improvement initiatives or operational change
- Previous experience in an MSP or multi‑customer support environment
What We Offer
- A genuine leadership role with real autonomy and business unit accountability
- A supportive, ambitious team with a clear vision for where the support function is heading
- Opportunity to shape the culture and performance of your pod from day one
- Ongoing professional development and career progression within a growing MSP
- Competitive salary commensurate with experience
Support Team Manager in Carlisle employer: Occupop
Global 4 is an exceptional employer that prioritises employee growth and development, offering a genuine leadership role with autonomy in a supportive and ambitious team environment. With a commitment to continuous improvement and a strong customer-first mindset, employees can shape the culture and performance of their teams while enjoying competitive salaries and ongoing professional development opportunities. Located in Carlisle, this role provides a unique chance to be part of a rapidly growing Managed Service Provider known for its outstanding customer service and high employee satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Support Team Manager in Carlisle
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Support Team Manager role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to team leadership and customer service. We recommend doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your achievements in managing support teams and improving customer satisfaction. This can really set you apart during interviews.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Support Team Manager in Carlisle
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Support Team Manager role. Highlight your experience in managing support teams and any relevant IT or Telco knowledge. We want to see how you fit into our culture and values!
Showcase Your Leadership Skills:In your application, emphasise your people management experience. Share examples of how you've motivated teams and handled escalations. We’re looking for someone who can lead with confidence and drive performance!
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured application that gets straight to the point, showing us why you're the right fit for the role.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Occupop
✨Know Your Stuff
Make sure you brush up on your IT and Telco knowledge. Understand the key technologies and services Global 4 offers, as well as common customer issues. This will help you demonstrate your expertise and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about specific situations where you motivated your team, handled escalations, or improved performance. This will highlight your people management skills and your ability to drive results.
✨Customer-Centric Mindset
Be ready to discuss how you prioritise customer satisfaction. Share experiences where you resolved customer issues effectively or built strong relationships with clients. This will show that you align with Global 4's commitment to outstanding customer service.
✨Ask Insightful Questions
Prepare thoughtful questions about the support function and the company's future. Inquire about their approach to continuous improvement or how they measure success within the support teams. This demonstrates your interest in the role and helps you assess if it's the right fit for you.
