End User Support Team Leader
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Job Location:
Newcastle upon Tyne - UK
Monthly Salary:
£ 26000 - 27000
Posted on:
10 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Title: End User Support Team Leader
Location: Based from our Newcastle office
Annual salary: 26000 to 27000 depending on skills & experience
About Cybit
Predict. Protect. Perform
Cybit delivers data and AIled technology to help organisations work more securely productively and with confidence across digital workspaces 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.
Why Join Us
Be part of a dynamic outcomefocused and peoplefirst team across Berkshire and Newcastle where talent ideas and collaboration are genuinely valued. Youll 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.
Guide to what an End User Support Team Leader does at Cybit
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 youll ensure highquality support strong customer satisfaction and effective issue resolution or escalation within agreed timeframes.
Youll lead a team of Service Desk Agents supporting their progression from entrylevel roles into technical support careers. Alongside overseeing daytoday operations youll set standards for telephony performance ticket quality and firsttime fix while creating a positive highperforming 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.
Were looking for someone with
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.
Be well looked after
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.
Key Skills
- Active Directory
- Information Technology
- End user
- Deskstops
- OS
- Windows
- Access Pionts
- Asset Management
- SCCM
- VPN
- Troubleshoot
- Computer information system
- hardware
- Technical Support
About Company
Cybit provides IT solutions that drive your organisation forward, with the clear thinking and straight talking that you want from an IT business partner. With a powerful cloud infrastructure, you can boost productivity and efficiency.
