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- Tasks: Lead a high-performing Service Desk team and ensure top-notch customer service.
- Company: Join the award-winning HBP Group, a leader in IT solutions.
- Benefits: Enjoy competitive pay, a supportive culture, and opportunities for growth.
- Why this job: Make a real impact by enhancing customer experiences and driving service improvements.
- Qualifications: 2+ years in Service Desk leadership and strong mentoring skills required.
- Other info: Be part of a dynamic team with a focus on innovation and excellence.
The predicted salary is between 36000 - 60000 ÂŁ per year.
As Customer IT Support Manager, you will have full leadership and accountability for a Service Desk POD, ensuring excellent service delivery, strong team performance, and a consistently positive customer experience. You will operate with ownership and autonomy, balancing operational leadership, customer engagement, and continual service improvement.
Responsibilities
- Team Leadership and Development
- Lead, mentor, and develop a high‑performing Service Desk team
- Conduct regular one‑to‑ones, performance reviews, and development planning
- Create a culture of accountability, ownership, and continuous improvement
- Support engineers in developing their technical and professional capability
- Service Delivery and Customer Ownership
- Take full ownership of SLA performance, service quality, and escalation management
- Act as the senior escalation point for critical incidents and customer concerns
- Build strong, trusted relationships with customers through regular engagement
- Ensure structured, professional, and consistent service delivery
- Operational and Service Excellence
- Maintain oversight of ticket queues, workload prioritisation, and team performance
- Ensure smooth onboarding and handover of customers into support
- Drive root cause analysis and long‑term service improvements
- Ensure governance, reporting accuracy, and operational consistency
- Performance and Continuous Improvement
- Define and manage KPIs relating to SLA performance, customer satisfaction, and efficiency
- Use service data and insight to drive improvements and informed decision‑making
- Identify and implement process improvements, automation, and smarter ways of working
- Financial and Strategic Contribution
- Support POD budgeting, forecasting, and resource planning
- Ensure effective use of team capacity to meet service and financial targets
- Align team performance with wider business objectives and growth plans
Qualifications and Requirements
- Minimum 2 years in a Service Desk leadership or management role
- Strong experience working within an MSP environment
- Proven experience mentoring, coaching, and developing engineers
- Strong understanding of service management and escalation handling
- Excellent communication and customer engagement skills
- Full UK Driving Licence and willingness to travel when required
- Right to work in the UK
- Must complete pre‑employment checks including DBS, Counter Terrorism Check (CTC), and customer‑specific clearance where required
Desirable
- ITIL v4 certification or equivalent service management experience
- Experience using service data and KPIs to improve performance
- Experience contributing to budgeting and operational planning
About The HBP Group
The HBP Group is an award‑winning technology partner with offices in Scunthorpe, Hull, and Peterborough. We support organisations across the UK with IT, software, and infrastructure solutions, combining deep technical expertise with long‑term customer partnerships. We are proud to be recognised as a Best Companies Outstanding organisation, a Real Living Wage Employer, and we continue working towards 3‑Star World‑Class employer status. Join us as we grow with clear, achievable plans and a strong focus on commercial success and a positive, supportive working environment.
Customer IT Support Manager in Peterborough employer: The HBP Group
Contact Detail:
The HBP Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer IT Support Manager in Peterborough
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Customer IT Support Manager role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their service delivery approach and think about how your experience aligns with their values. This will help you stand out as someone who’s genuinely interested in being part of their team.
✨Tip Number 3
Showcase your leadership skills during interviews. Be ready to share examples of how you’ve mentored teams, improved service delivery, or handled escalations. This is your chance to demonstrate that you can lead a high-performing Service Desk team!
✨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 and want to join our awesome team at The HBP Group.
We think you need these skills to ace Customer IT Support Manager in Peterborough
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Customer IT Support Manager role. Highlight your leadership experience, especially in service desk environments, and showcase any relevant achievements that demonstrate your ability to improve service delivery and team performance.
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 skills align with our needs. Mention specific experiences where you've led teams or improved customer satisfaction to make a strong impression.
Showcase Your Communication Skills: As a Customer IT Support Manager, communication is key. In your application, be clear and concise. Use professional language but let your personality shine through. We want to see how you engage with customers and team members alike!
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 us you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at The HBP Group
✨Know Your Stuff
Make sure you brush up on your knowledge of service management and escalation handling. Familiarise yourself with the key responsibilities of a Customer IT Support Manager, especially around SLA performance and customer engagement. This will help you demonstrate your expertise and show that you're ready to take ownership.
✨Showcase Your Leadership Skills
Prepare examples of how you've led and developed teams in the past. Think about specific situations where you've mentored engineers or improved team performance. This will highlight your ability to create a culture of accountability and continuous improvement, which is crucial for this role.
✨Engage with the Company’s Values
Research The HBP Group and understand their mission and values. Be ready to discuss how your personal values align with theirs, especially regarding customer partnerships and operational excellence. This shows that you're not just looking for a job, but that you genuinely want to be part of their team.
✨Prepare for Scenario Questions
Expect to face scenario-based questions during the interview. Think about how you would handle critical incidents or manage escalations. Practising these scenarios will help you articulate your thought process and decision-making skills, which are vital for ensuring excellent service delivery.