Support Team Manager Full Time NEW

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
• 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

Skills & Experience

• 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