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
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.
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.
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
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
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
