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Support Team Manager

Global 4 Communications Limited -
Carlisle

Quick apply

Job details

Permanent | Full-time

Qualifications

Performance management
ITIL
IT support
Customer support
Root cause analysis
Leadership
Communication skills

Full job description

Salary Depending on experience

Hours: Monday to Friday, Shift pattern 8:30 am - 5:30 pm

Holiday: 25 days + Bank holidays

Office Location: Carlisle, Cumbria

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

Quick apply

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