WHAT EXPERIENCE YOU NEED TO BE SUCCESSFUL

To thrive as Head of Support at CTI Digital, you’ll need a mix of strategic thinking, hands-on leadership, and a genuine passion for building and mentoring teams. You’re someone who loves to break new ground and isn’t afraid to get stuck in to make a real impact.

Key skills and experience include:

• Proven experience leading a technical support or client services team in an agency or digital services environment.
• Strong understanding of web technologies and CMS/eCommerce platforms (e.g., Drupal, Magento, WordPress, Umbraco, .NET).
• Excellent communication and stakeholder management skills.
• Experience managing SLAs, support contracts, and client budgets.
• Ability to handle high-pressure situations, especially during critical incidents or escalations.
• Highly organized with a strategic mindset and operational focus.
• Familiarity with tools such as Jira, HubSpot, Airtable, and time tracking/reporting systems.

We’re challenging the ‘Gender Confidence Gap,’ which suggests that individuals will only apply for a job if they meet 100% of the criteria. Some of our best hires didn’t check every box in the role description, so if you were about to rule yourself out, we still encourage you to apply!. Learn more about our commitment to equality, diversity, and inclusion on our careers site.

As the Head of Support at CTI Digital, you will lead the Support department, ensuring the effective delivery of support services for our clients. This role is about strategic oversight and operational management, helping to shape the way we deliver ongoing value to our clients. You will work closely with other department heads to align support delivery with client needs and business objectives. This is a fast-paced, client-facing role where you will have a direct impact on service quality and client satisfaction.

Key Responsibilities:

• Team Leadership & Development: Lead, mentor, and develop the Support Success Managers (SSMs), ensuring clarity of roles, performance expectations, and personal development. You’ll also foster a collaborative and high-performing team culture aligned with CTI values.
• Operational Management: Own and improve support processes, ensuring efficient and scalable workflows. You will monitor and ensure adherence to SLAs for all incident and request types, including reactive and critical response times.
• Client Relationship Oversight: Act as the senior point of escalation for client issues and critical incidents. You will also support SSMs in managing client expectations and building trusted relationships.
• Financial Management: Oversee client budget usage, ensuring proactive time management and utilization across accounts.
• Incident & Escalation Management: Act as a Major Incident Manager when necessary, guiding teams through resolution. You’ll also ensure all escalations are handled effectively and transparently.
• Reporting & Strategy: Provide reporting on department performance, team utilization, client satisfaction, and incident trends.
• Pre-Sales & Commercial Involvement: Support pre-sales efforts for new support clients, including leading the scoping and pricing of support contracts in collaboration with other teams.
• Collaboration & Cross-Team Alignment: Work closely with delivery, account management, development, and hosting teams to ensure support work is prioritized and executed effectively.