IT Customer Support Team Lead

IT Customer Support Team LeadBelfast Hybrid & Flexible Working £40,000 Base Salary Total Reward Package circa £52,000

We're working with an innovative Belfast software business entering an exciting new phase of growth. As their customer base expands and new AI-powered products come to market, they're investing in their Customer Care function by creating an additional Team Lead position. Rather than managing a larger team, you'll have the opportunity to lead a focused group of around five specialists, giving you the time to coach, develop and genuinely influence performance.

The OpportunityThis is much more than a traditional support leadership role.

You'll take ownership of one product area, ensuring customers receive a consistently excellent experience while partnering with another Team Lead to deliver a seamless service across the wider business. You'll be trusted to improve processes, drive operational efficiency, and help shape how Customer Care evolves over the coming years.

The business is also embracing AI across its operations, so you'll have the chance to influence how automation and AI tools enhance both customer experience and team productivity.

What You'll Be DoingYou'll combine people leadership with operational excellence, including:

Leading, coaching and developing a high-performing team of Customer Care AdvisorsDriving service performance through SLA achievement, ticket management and customer satisfactionCreating a positive, supportive culture where people can develop and perform at their bestManaging escalated customer issues and major incidents with confidence and composureWorking closely with engineering teams to prioritise and progress complex technical issuesIdentifying smarter ways of working through continuous improvement initiativesUsing reporting and customer insight to make informed decisions and improve service outcomesPlaying a key role in adopting AI-driven solutions that improve efficiency and customer experienceCollaborating with the wider leadership team to help shape the future direction of Customer CareWhat We're Looking ForWe're interested in speaking with leaders who genuinely enjoy developing people while delivering outstanding customer experiences.

You'll likely bring:

Previous experience leading or supervising a customer support or service desk teamA background in busy helpdesk, technical support or customer operations environmentsExperience managing service performance against KPIs, SLAs and customer satisfaction measuresStrong coaching and people development skillsConfidence handling high-priority incidents and customer escalationsA calm, solutions-focused approach under pressureThe ability to identify improvements rather than simply maintain existing processesExcellent communication skills with the confidence to engage across technical and non-technical teamsExperience within fintech or another regulated technology environment would be highly advantageous, although candidates from other fast-paced software businesses will also be considered.

Exposure to AI tools, automation or process improvement initiatives would be a real bonus.

Why This Role?This is a newly created position rather than a replacement hire, giving you the opportunity to make your mark from day one.

You'll join a business that is:

Investing heavily in new technology and AIGrowing its product portfolioBuilding a leadership team that values collaboration over hierarchyEmpowering managers to improve processes rather than simply maintain themOffering genuine flexibility around hybrid working, with office time encouraged during onboarding before moving to a pattern that suits both you and the teamPackage£40,000 base salaryBonus scheme with strong earning potentialTotal reward package worth approximately £52,000Private healthcareFlexible hybrid workingLong-term career development within a growing technology business

To speak in absolute confidence about this opportunity please send an up-to-date CV via the link provided or contact Senior Recruitment Consultant Stuart Kennedy at MCS Group on or .

Even if this position is not right for you, we may have others that are. Please visit MCS Group to view a wide selection of our current jobs.