Join to apply for the

Head of Support

role at

CTI Digital

Description

Application Deadline:

15 September 2025

Department:

Support

Location:

Manchester

About CTI

Join 150+ strategists and specialists who refuse to settle, creating bold digital experiences for ambitious brands since 2004. We\''re 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.

We break new ground . You\''ll work on innovative projects using the latest technologies before they hit the mainstream. We celebrate calculated risks and learn fast from every experiment.

We get stuck in together . Genuine collaboration across all departments. Your ideas matter here, regardless of your role or how long you\''ve been with us.

We stay curious . Continuous learning is essential. You\''ll have dedicated time and budget for development, working alongside industry experts who are genuinely invested in your success.

We own it . Full accountability and autonomy over your work means you\''ll build client relationships, see real-world impact, and be recognised when you go the extra mile.

The Support team at CTI Digital is the backbone of our client relationships, ensuring the effective delivery of support services across our entire client base. This team is responsible for driving excellence in client satisfaction, SLA performance, and internal collaboration. They work closely with other departments, technical leads, project managers, and account managers to align support delivery with client needs and business objectives. Our mission is to build and maintain high-performing systems for our clients, ensuring seamless collaboration across all delivery teams.

What you’ll be doing

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 and Development: Lead, mentor, and develop the Support Success Managers (SSMs), ensuring clarity of roles, performance expectations, and personal development. Foster a collaborative and high-performing team culture aligned with CTI values.

Operational Management: Own and improve support processes, ensuring efficient and scalable workflows. 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. 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 and Escalation Management: Act as a Major Incident Manager when necessary, guiding teams through resolution. Ensure all escalations are handled effectively and transparently.

Reporting and Strategy: Provide reporting on department performance, team utilization, client satisfaction, and incident trends.

Pre-Sales and 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 and Cross-Team Alignment: Work closely with delivery, account management, development, and hosting teams to ensure support work is prioritized and executed effectively.

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.

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 are committed to equality, diversity and inclusion.

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.

What\''s in it for you?

28 days annual leave, in addition to the bank holidays

Hybrid-working - we\''re in the 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!

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

IT Services and IT Consulting

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