Support Team Leader

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.

As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.

Why you will love this opportunity as Support Team Leader (Service Desk)   at Civica

At Civica, we do more than deliver software solutions – we help organisations that support communities to thrive. We are looking for an experienced Support Team Leader (Service Desk) to lead and inspire our frontline support team.

As a Support Team Leader (Service Desk), you’ll take ownership of the day-to-day delivery of our frontline support services, ensuring that customers receive exceptional service every time.

• Lead & Inspire : Manage, coach, and develop Level 1 Support Analysts across their entire career journey (from onboarding to progression) while fostering a high-trust, high-performance culture.
• Deliver Service Excellence : Manage team schedules and customer cases to make sure queries and escalations are handled quickly and professionally.
• Champion Knowledge & Improvement : Encourage your team to share and build knowledge, help customers find answers themselves, and make sure more issues are fixed the first time.
• Empower Growth : Support your team’s professional development through mentoring, PDPs, and skill tracking, while creating pathways for future leaders.
• Collaborate & Influence : Build strong relationships with peers, stakeholders, and customers, representing the support team in reviews and contributing to wider Civica initiatives.
• Shape the Future : Use data insights to identify emerging trends, recommend improvements, and play an active role in continuous service enhancement.