1st Line Support Team Leader

Job Title: 1st Line Support Team Leader

Location: Based from our Newcastle office (Cobalt Business Park)

Annual salary: £26,000 to £27,000 depending on skills & experience (plus enhanced on-call allowance, participation every 5-6 weeks)

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 1st Line Support Team Leader is central to delivering an outstanding customer support experience. Leading our frontline technical team, you’ll ensure high‑quality service, fast ticket resolution, and a consistently positive first impression for our customers.

Working 37.5 hours a week with some occasional out of hours on-call work, you will manage a team of 1st Line engineers with varying levels of experience, supporting development while maintaining operational excellence. The team handles triaged and escalated tickets as second priority in the call queue.

You’ll own the day‑to‑day operation of the 1st Line team, acting as a technical escalation point, ensuring out‑of‑hours readiness, and driving performance against SLAs. Alongside service delivery, you’ll provide strong people leadership, creating a motivated, high‑performing team.

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 1st line IT support processes and ticketing systems.
• Ability to triage, prioritize, and resolve technical incidents efficiently.
• Ability to coach the team in effective ticket handling, first‑time fixes, and quality standards.
• Knowledge of incident management, service level agreements (SLAs), and quality assurance in support services.
• Familiarity with producing and maintaining Knowledge Base Articles (KBAs).
• Experience with on‑call and out‑of‑hours support processes.

Team Leadership

Skills:

• Team leadership and mentoring, including inducting and developing new engineers.
• Resource management and workload allocation.
• Conducting one‑to‑one meetings and handling employee matters professionally.
• Driving personal development and encouraging relevant technical certifications.

Customer Service & Communication:

• Excellent customer service skills with a focus on achieving high satisfaction (e.g., eNPS/NPS).
• Strong communication skills for handling escalations and maintaining clear updates with customers and stakeholders.
• Analytical & Organizational
  
  Skills:
  
  
• Tracking, reporting, and reducing aged tickets; monitoring KPIs and team performance.
• Attention to detail for ticket management and incident tracking.
• Ability to assess incident impact and prioritize accordingly.

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 (and 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.