Head of Support Services - Remote

Overview

The Head of Support Services will lead the strategic direction and daily operation of Cybit’s customer support function, ensuring exceptional service delivery across all support channels.

In Short

• Lead strategic direction and operations of customer support.
• Enhance end-to-end customer experience.
• Oversee multi-tier support teams.
• Focus on SLAs, KPIs, and customer satisfaction.
• Identify opportunities for process improvement.
• Scale support capabilities with business growth.
• Foster a high-performance, customer-first culture.
• Implement strategic plans for resource allocation.
• Ensure effective communication across teams.
• Champion automation in service delivery.

Requirements

• Experience in leading and managing teams.
• Understanding of SLAs and NPS.
• Knowledge of MSP service desk functions.
• Strategic planning experience in support services.
• Excellent written and verbal communication skills.
• Deep understanding of customer needs.
• Strong problem-solving and analytical skills.
• Effective collaboration with stakeholders.
• Familiarity with ITSM tools.
• Adaptability to changing circumstances.

Benefits

• Bonus scheme.
• Pension scheme.
• 33 days annual leave including bank holidays.
• Healthcare cash plan.
• Company electric car scheme.
• Cycle to work scheme.
• Employee assistance programme.
• Occupational sick pay.