Customer Service Team Lead (IT Support)

Customer Service Team Lead (IT Support)

Derby | Office Based

Salary £30-£35K

Full Time | Permanent

SC Clearance Required

We're partnering with a well-established UK technology organisation that delivers secure IT, network and infrastructure services into mission-critical environments. With a strong reputation for quality and long-term client partnerships, this business places real emphasis on teamwork, leadership and service excellence.

They're now looking for an experienced Customer Service Team Lead to take ownership of a 1st line IT support function, ensuring customers receive a consistently high standard of service while supporting and developing a team of technical engineers.

The Role

As Customer Service Team Lead, you'll be responsible for the day-to-day leadership of a 1st line IT support team, acting as a technical escalation point and working closely with internal stakeholders to continuously improve the customer experience.

Key responsibilities include:

• Leading, mentoring and motivating a team of 1st line IT engineers
• Overseeing daily support operations, ticket queues and workload distribution
• Acting as an escalation point for complex technical and customer issues
• Ensuring incidents and requests are resolved efficiently and in line with SLAs
• Coaching and developing team members through ongoing training and support
• Building strong client relationships and managing expectations effectively
• Collaborating with technical and operational teams to drive service improvements
• Monitoring KPIs and reporting on performance, service levels and customer satisfaction

About You

Essential:

• Background in a technical IT support environment
• Proven experience leading, supervising or mentoring a support team
• Strong leadership, coaching and people-management skills
• Excellent communication skills, able to translate technical detail for non-technical audiences
• Calm, proactive and solutions-focused approach in fast-paced environments
• Strong customer service mindset

Desirable:

• Relevant technical certifications such as CompTIA A+, Microsoft or similar

Security Requirements

This role requires the successful candidate to obtain SC clearance.

To be eligible, you must:

• Have resided in the UK continuously for the past 5 years
• Be a British national or hold dual British citizenship

What's on Offer

• Flexible benefits package including options for additional annual leave, pension contributions and private healthcare
• 20 days annual leave plus bank holidays, increasing with length of service
• Retail, restaurant and lifestyle discounts
• Share scheme
• Genuine opportunities for career progression and professional development

If you enjoy leading from the front, supporting people to succeed and delivering an excellent customer experience in a secure IT environment, this could be a fantastic next step.