Support Service Lead, CTI Digital
2 days a week in office
Web development & digital marketing agency
Be an early applicant
Web development & digital marketing agency
101-200 employees
Be an early applicant
2 days a week in office
101-200 employees
Company mission
To help ambitious brands create immersive digital experiences and drive demand.
Role
Who you are
- To thrive as a Support Service Lead at CTI Digital, you’ll need a mix of practical operational skills, an ability to manage client relationships, and a passion for continuous improvement
- You're someone who loves to get stuck in and take ownership of a critical function
- Proven Operational & Process Management – Strong experience in managing and improving support processes within an agency or digital services environment, focusing on operational consistency
- SLA & Performance Management – Familiarity with managing SLAs and tracking performance metrics related to reactive and critical support
- Client Communication Skills – Excellent communication and stakeholder management skills with a client-first approach to building trusted relationships
- Experience in Training & Mentorship – An ability to create and deliver engaging training materials (both standardised and bespoke) and a knack for coaching team members
- Digital Platform Knowledge – A strong understanding of web technologies and CMS/eCommerce platforms (e.g., Drupal, Magento, Umbraco)
- Adaptable & Organised – Highly organised, able to manage competing priorities, and calm under pressure, especially during critical incidents
- Tool Proficiency – Familiarity with tools like Jira, HubSpot, and time tracking/reporting systems
What the job involves
- 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
- They're the gatekeepers of client satisfaction, SLA performance, and internal collaboration
- This team works closely with technical leads, project managers, and account managers to align support delivery with client needs and business objectives
- Our mission is simple: to build and maintain high-performing systems for our clients, ensuring seamless collaboration across all delivery teams
- As a Support Service Lead, you’ll take responsibility for the day-to-day running of our Critical and Reactive Support function
- You'll ensure our operations are efficient, consistent, and always focused on client satisfaction, freeing up the leadership team for strategic development
- This is a fast-paced, client-facing role where your ability to manage complex needs and mentor a team will make a direct impact on service quality
- Lead Day-to-Day Support Operations – Take responsibility for the smooth and consistent running of Critical and Reactive Support, focusing on process refinement and efficient workload management
- Drive Client Satisfaction – Ensure high standards of service quality and act as a key point of contact for stakeholders, supporting a positive and proactive client experience
- Manage Performance and Reporting – Track and report on key support performance metrics, including SLA adherence and incident trends, providing clear updates to senior stakeholders
- Oversee Financial Tracking – Support the oversight of client budget usage and ensuring proactive time management across accounts
- Develop Training & Enablement Services – Introduce and deliver new training offerings, including standardised (re-usable) and bespoke (client-specific) sessions on topics like CMS administration, content management, and product management, creating a new revenue stream
- Support Incident & Escalation Management – Help ensure all client escalations and critical incidents are handled effectively and transparently, guiding the team through resolution processes
- Contribute to Process Improvement – Actively seek and contribute to improvements in our support processes and collaboration with other teams (operations, finance, tech, QA, client services)
- Mentor and Coach – Provide guidance and coaching to junior team members on service delivery best practices, risk management, and effective escalation procedures
Application process
- Application Deadline: December 24, 2025
- Applied
- Review
- Interview
- Hired
- This role's hiring manager: Ashley Rutland-Kirk
Our take
CTI Digital is one of Manchester's leading full-service digital agencies, known for helping ambitious brands turn big ideas into results. With more than two decades of experience, the company has built a strong reputation for combining creativity with technical expertise. And as technology continues to reshape how organisations connect with their audiences, CTI plays a key role in guiding that transformation.
From strategic consultancy and web design to digital marketing and AI-driven innovation, CTI offers a wide range of services designed to flex and scale with clients' needs. The agency's work spans industries (partnering with names like Chester Zoo, Mind, Little Green, and De Vere Hotels) to deliver everything from engaging websites and eCommerce platforms to data-led campaigns that drive serious growth.
The company recently entered an exciting new chapter, too, with the appointment of a new CEO bringing fresh entrepreneurial energy and a deep understanding of emerging technologies. The move to a new, collaborative Manchester headquarters reflects the company's continued investment in its people and culture. With its growing team and clear focus on digital transformation, CTI is certainly one to watch in the next wave of innovation.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Time to Recharge: We understand that you need time away to live your life. Our generous holiday allowance gives you the freedom you need to get away from your screen, explore new places, and return to work feeling refreshed and inspired. Whether you're planning a trip with the family or just need to switch off for a long weekend, we ensure you have the time to do it.
- Hybrid & Flexible Working: We believe you do your best work when you have flexibility. That's why we operate on a flexible hybrid model, with teams deciding what works best for their collaboration. Whether you're in the office or at home, we trust you to get the job done.
- Health & Wellbeing: We provide comprehensive support for your health. You'll receive discounted medical, dental, and optical coverage through our health cash plan - plus access to a proactive wellbeing programme with confidential counselling and mindfulness resources. Because a healthy team is our greatest asset, and we're committed to investing in it.
- Rewards & Recognition: We provide comprehensive support for your health. You'll receive discounted medical, dental, and optical coverage through our health cash plan - plus access to a proactive wellbeing programme with confidential counselling and mindfulness resources. Because a healthy team is our greatest asset, and we're committed to investing in it.
- Top of the line equipment: We’ll set you up with the right tools to do your best work - starting with a MacBook Pro, 4K monitors, and the right tools & software to get the job done.
Company HQ
Deansgate, Manchester, UK
Leadership
Christopher Burgess
(CEO)Christopher is the Founder and CEO of Future Technology and Shoot Connect. Previously he spent 3 years at Findel as a Project Lead. Prior to that, he spent 16 years at CB Information Systems as a Managing Director and CEO.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 6 more jobs at CTI Digital