Support Service Lead

Support Service Lead

Final date to receive applications: 30 January 2026

Department:
Support

Location:

Manchester

CTI Digital is a full‑service digital agency delivering strategic consultancy, web development, and digital marketing to drive demand online. Using over two decades of industry experience, we provide next‑gen solutions as part of lasting partnerships with hundreds of clients from Chester Zoo and Zip World to Balfour Beatty and Mind.

What makes us different:

• We break new ground. You’ll work on innovative projects using the latest technologies before they hit the mainstream.
• We get stuck in together. Genuine collaboration across all departments; your ideas matter here.
• We stay curious. Continuous learning is essential – dedicated time and budget for development.
• We own it. Full accountability and autonomy over your work.

The Support team at CTI Digital is the backbone of our client relationships, ensuring the effective delivery of support services across our client base. They are gatekeepers of client satisfaction, SLA performance, and internal collaboration. Working closely with technical leads, project managers, and account managers to align support delivery with client needs and business objectives.

• Lead Day‑to‑Day Support Operations – Manage critical and reactive support, refine processes, and oversee workload.
• Drive Client Satisfaction – Maintain high service standards and act as key contact for stakeholders.
• Manage Performance and Reporting – Track SLA adherence, incident trends, and report to senior stakeholders.
• Oversee Financial Tracking – Monitor client budget usage and proactive time management.
• Develop Training & Enablement Services – Deliver training on CMS, content management, product management, creating a new revenue stream.
• Support Incident & Escalation Management – Ensure critical incidents are handled effectively and transparently.
• Contribute to Process Improvement – Seek and implement improvements across support processes and collaboration with other teams.
• Mentor and Coach – Guide junior team members on best practices, risk management, and escalation procedures.

• Proven Operational & Process Management – Experience improving support processes in an agency or digital services environment.
• SLA & Performance Management – Familiarity with managing SLAs and tracking performance metrics.
• Client Communication Skills – Excellent stakeholder management with a client‑first approach.
• Experience in Training & Mentorship – Ability to create and deliver engaging training materials and coach team members.
• Digital Platform Knowledge – Strong understanding of web technologies and CMS/eCommerce platforms (Drupal, Magento, Umbraco).
• Adaptable & Organised – Manage competing priorities and remain calm under pressure, especially during critical incidents.
• Tool Proficiency – Familiarity with Jira, Hub Spot, time‑tracking and reporting systems.

• 🏖️ 28 days annual leave, plus bank holidays
• 🏠 Hybrid‑working – office twice a week
• 👶 Workplace nursery scheme
• 🏥 Health cash plan
• 🚴 Cycle‑to‑work scheme
• ⏰ Flexible working hours
• 🧠 Employee well‑being and mental health programme
• 🐶 Relaxed working environments – office dogs welcome!
• 🎉 Company socials and lots of fun!

• Mid‑Senior level

• Full‑time

• Other

• IT Services and IT Consulting

Referrals increase your chances of interviewing at CTI Digital by 2x