IT Customer Support Team Leader Job at Camborne Full Time NEW

Overview

Equinoxx Ltd is a growing South West–based IT Managed Service Provider delivering secure, reliable, and forward-thinking technology solutions to education and commercial customers across the UK. As part of the Goonvean Group — a long-established and respected business group — we combine the stability of an established organisation with the innovation and agility of a modern MSP.

At Equinoxx, we believe great service starts with great people. We invest heavily in continual improvement, professional development, and ongoing staff training to ensure our team stays ahead of the curve and continues delivering exceptional customer experiences.

We’re looking for an experienced and motivated IT Customer Support Team Lead to lead our support function and play a key role in shaping the customer experience across the business.

This is an exciting opportunity for someone who enjoys combining strong technical knowledge with people leadership, service improvement, and operational management. You’ll oversee the day-to-day delivery of IT support services, ensuring customers receive responsive, high-quality support across hardware, software, and business applications.

You’ll lead and mentor a team of support technicians, helping them develop their skills while fostering a collaborative and customer-focused culture. Working closely with internal teams and stakeholders, you’ll also help drive service improvements, streamline support processes, and ensure the reliability and performance of IT services across the organisation.

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and support a team of support technicians, providing ongoing guidance, training, and performance management.
• Set clear objectives, team goals, and KPIs to drive accountability, performance, and service excellence.
• Manage team scheduling and resource planning to ensure consistent support coverage across all channels, including phone, ticketing system, and on-site support.
• Conduct regular one-to-one meetings, team reviews, and development conversations to address performance, challenges, and growth opportunities.
• Develop the technical capability of the support team through structured training and best-practice guidance.

Support Delivery Management

• Oversee the delivery of end-user support services, ensuring timely and effective resolution of hardware, software, application, and system-related issues.
• Ensure the service desk operates effectively as the first point of contact, with prompt answering of inbound calls and efficient triage of incoming tickets.
• Oversee the logging, prioritisation, and triage of all support tickets in line with SLAs and business impact.
• Ensure support tickets are actively managed, progressed, and resolved in a timely manner, maintaining high standards of ticket quality and communication.
• Manage the incident and service request lifecycle in line with SLAs and IT service management standards.
• Oversee and prioritise incident response, ensuring timely resolution and minimal disruption to users.
• Ensure appropriate allocation of tickets between team members and effective escalation where required.
• Coordinate with other teams to ensure complex issues are escalated, investigated, and resolved, with root causes addressed to prevent recurrence.
• Ensure the support of business-critical software systems, both off-the-shelf and bespoke, is incorporated into service delivery activities.
• Ensure the team provides on-site support to customers when required, maintaining professionalism and high service standards during site visits.

Continual Improvement

• Continuously assess and enhance support processes, workflows, and tooling to improve operational efficiency and user satisfaction.
• Champion the adoption of industry best practices (e.g. ITIL, problem management).
• Identify recurring technical or software-related issues and collaborate with relevant teams to implement long-term fixes or enhancements.

Reporting & Documentation

• Maintain accurate and up-to-date documentation for service desk operations, including support procedures, resolution steps, and application-specific knowledge.
• Produce and deliver regular reports on service desk performance, such as ticket volumes, resolution times, and user feedback.
• Ensure knowledge base articles and self-service content are reviewed and updated regularly to support end-users and reduce ticket volumes.

Customer Service Excellence

• Ensure the delivery of a professional, customer-focused support experience across all interactions.
• Act as a point of escalation for complex, high-impact, or sensitive support issues, ensuring effective communication and timely resolution.
• Foster a positive, user-centric culture within the team, leading by example and reinforcing service excellence.

Collaboration & Communication

• Serve as a key link between the Customer Support Team, and other teams to ensure consistent and coordinated service delivery.
• Collaborate with IT leadership on system improvements, new technologies, and service initiatives that impact software and infrastructure support.
• Support the rollout of new software solutions and updates by coordinating training, documentation, and front-line support readiness.

Skills, Qualifications & Experience

Core Skills

• Strong communication, leadership, and stakeholder engagement skills.
• Ability to manage and prioritise workload across a team in a fast-paced support environment.
• Solid understanding of IT service management practices, particularly incident, request, and problem management.
• Familiarity with managing or supporting internal and third-party software solutions, including SaaS and legacy systems.

Experience

• Experience in IT customer support, service desk, or technical support roles, with at least 1–2 years in a supervisory or lead capacity.
• Proven experience managing IT support teams, including performance reviews, workload management, and staff development.
• Experience working with ITSM platforms
• ITIL 4 Foundation

Job Types: Full-time, Permanent

Pay: £32,000.00-£37,000.00 per year

Benefits:

• Company events
• Cycle to work scheme
• Flexitime
• Free parking
• Health & wellbeing programme
• Sick pay
• Work from home

Work Location: In person