End User Support Team Leader

Job Title: End User Support Team Leader

Location:
Based from our Newcastle office

Annual salary: £26,000 to £27,000 depending on skills & experience

Predict. Protect. Perform

Cybit delivers data and AI‑led technology, to help organisations work more securely, productively, and with confidence across digital work spaces, cloud, security, and managed services. Our mission is to create positive business outcomes and support the people and communities our customers serve. We believe the right technology, delivered well, drives resilience, performance, and meaningful impact.

Be part of a dynamic, outcome‑focused, and people‑first team across Berkshire and Newcastle, where talent, ideas, and collaboration are genuinely valued. You’ll have the opportunity to make a real impact on how we deliver technology and how our brand is experienced, while building a meaningful career and helping to create a safer, more resilient future.

The End User Support Team Leader plays a vital role in developing Service Desk talent and delivering an excellent support experience. Leading the team that acts as the first point of contact for technical queries, you’ll ensure high‑quality support, strong customer satisfaction, and effective issue resolution or escalation within agreed time frames.

You’ll lead a team of Service Desk Agents, supporting their progression from entry‑level roles into technical support careers. Alongside overseeing day‑to‑day operations, you’ll set standards for telephony performance, ticket quality, and first‑time fix, while creating a positive, high‑performing team culture.

This role offers clear opportunities for progression and professional development, providing a strong pathway to grow your leadership capability and advance your career within a dynamic technology organisation.

Technical & Support Skills:

• Strong understanding of end-user IT support processes and ticketing systems.
• Ability to triage, prioritize, and resolve technical incidents efficiently.
• Knowledge of incident management, SLAs, quality assurance, and first-time fix standards.
• Experience managing telephony systems and ensuring timely call handling.
• Ability to produce and maintain Knowledge Base Articles (KBAs).

Team Leader skills:

• Team leadership and mentoring, including apprentices and new engineers.
• Onboarding and developing technical talent, fostering growth into more advanced roles.
• Coaching the team on ticket handling, incident triage, and quality standards.
• Resource management and workload allocation.
• Conducting one-to-one meetings and handling employee matters professionally.
• Promoting personal development and relevant technical certifications.

Customer Service & Communication:

• Excellent customer service skills, aiming for high satisfaction metrics (eNPS/NPS).
• Effective communication with customers, stakeholders, and third parties during escalations.

Analytical & Organizational Skills:

• Monitoring, tracking, and reporting team performance and quality metrics.
• Attention to detail for incident management and ticket processing.
• Prioritizing incidents and managing high-volume support periods efficiently.

Happy people make happy businesses. We have a great range of flexible benefits which helps you to do your best work every day. This includes:

• Enhanced Pension contribution scheme
• 33 days annual leave including bank holidays (& the opportunity to buy more if desired)
• Healthcare cash plan
• Private Medical Insurance (after 12 months service)
• Company electric car scheme
• Cycle to work scheme
• Employee assistance programme
• Occupational sick pay
• Birthday day off
• Enhanced family leave
• Volunteering time available

Cybit is passionate about having a diverse workforce by encouraging equality, diversity, and inclusion throughout the business. We have an inclusive environment where employees are encouraged to speak openly about what matters to them. This allows us all to learn and grow together within a safe and respectful environment. We provide equal opportunities to all and are a proud member of the Disability Confident scheme.