At a Glance
- Tasks: Lead and develop technical teams while ensuring top-notch service delivery.
- Company: A leading Managed Service Provider with a focus on innovation and growth.
- Benefits: Competitive salary, 25 days holiday, charity leave, and free parking.
- Other info: Enjoy a modern office environment with social events and career growth opportunities.
- Why this job: Join a dynamic team and make a real impact in the tech industry.
- Qualifications: 3+ years of leadership experience in a technical role, preferably in an MSP.
The predicted salary is between 45000 - 55000 £ per year.
Location: Worcester
Salary: £45,000 - £55,000 DOE
About Our Client
Our client is a leading Managed Service Provider delivering IT Support, Cyber Security, Unified Communications, Connectivity, Cloud and Software Development Services to businesses throughout the UK. Since launching in 2002, they have grown year on year, expanding their products and services as technology has developed, helping organisations improve their business practices and profitability.
As they continue to grow, they are seeking an experienced Technical Service Manager to lead their technical and pre-sales operations, develop their people, drive service excellence, and ensure the successful delivery of support and project services across the business. This is a senior leadership role responsible for managing technical teams, overseeing service delivery, supporting pre-sales activities, owning technical standards and processes, and ensuring that customer expectations are exceeded.
Responsibilities:
- Lead, mentor and develop a team of Helpdesk, Field Service, Projects and Technical Specialists.
- Build a high-performance culture focused on accountability, professionalism, customer service and continuous improvement.
- Manage resource planning, utilisation, workload balancing and team capacity.
- Oversee technical recruitment, onboarding and succession planning.
- Take ownership of day-to-day service delivery across the Support Desk, Field Services and Technical Teams.
- Manage service performance against SLA and KPI targets.
- Act as the senior escalation point for technical and service-related issues.
- Review Helpdesk metrics, team performance and customer satisfaction levels.
- Produce and present daily, weekly and monthly operational reports.
- Drive service improvement initiatives and operational efficiencies.
- Ensure effective ticket ownership, escalation management and incident resolution.
- Maintain and improve technical standards, documentation and best practices.
- Ensure accurate documentation of customer environments, procedures and solutions.
- Own technical change control processes and risk management activities.
- Ensure consistency and quality across all technical work delivered by the team.
- Drive adoption of automation, standardisation and process improvements.
- Oversee the successful delivery of customer IT, Telecoms and Connectivity projects.
- Work closely with Project Managers, Service Delivery and Sales teams to ensure projects are delivered on time and within scope.
- Ensure smooth customer onboarding, project handovers and project close-out processes.
- Oversee billing validation, project documentation and customer acceptance procedures.
- Support customer meetings, technical workshops and solution design sessions.
- Review and approve technical proposals, quotations and Statements of Work.
- Ensure solutions are technically sound, commercially viable and deliverable.
- Build and maintain strong relationships with key customers, suppliers and technology partners.
- Supplier and Vendor Management.
- Ensure continuous improvement and support compliance with ISO 9001, ISO 27001, Cyber Essentials and internal operational standards.
What Are They Looking For:
- A minimum of 3 years of leadership experience in a technical role.
- Proven experience managing technical support teams within an MSP environment.
- Experience overseeing both customer support operations and project delivery.
- A strong understanding of service management principles, KPIs and SLA management.
- Demonstrable experience improving processes, team performance and customer satisfaction.
- Excellent leadership, communication and stakeholder management skills.
- Strong commercial awareness and customer-focused approach.
- A full UK driving licence.
Technical Skills and Knowledge:
- Microsoft 365 ecosystem
- Exchange
- Microsoft Teams
- SharePoint
- Microsoft Intune
- Microsoft Entra ID
- Azure Services
- Cloud technologies and experience with on-prem to cloud migrations
- Networking technologies including routing, switching, wireless and firewalls
- Cyber Security technologies and best practices
- VoIP and Unified Communications platforms
- Broadband, Leased Line and Connectivity services
- Backup, Business Continuity and Disaster Recovery solutions
- CRM, PSA and RMM platforms used within MSP environments
Desirable Skills and Certifications:
- 3CX Certification or extensive 3CX experience
- ITIL Foundation or higher
- Ubiquiti, SonicWall or other leading vendor certifications
- Microsoft Technical Certifications
- ISO 9001 and ISO 27001 experience
Salary and Benefits:
- Competitive salary from 45k per annum based on your previous experience.
- 25 days holiday plus bank holidays.
- Optional two further paid days leave working in your nominated charity of choice.
- Free on-site parking.
- Engage in optional social events and team-building trips.
- Modern office environment that promotes enjoyment and productivity.
- A collaborative, team-oriented culture where everyone strives for excellence.
Technical Service Manager in Worcester employer: All The Top Bananas
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StudySmarter Expert Advice🤫
We think this is how you could land Technical Service Manager in Worcester
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what All The Top Bananas values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges All The Top Bananas might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at All The Top Bananas!
✨Direct Apply to All The Top Bananas
Let's not forget to apply directly through the All The Top Bananas website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Technical Service Manager in Worcester
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at All The Top Bananas.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at All The Top Bananas. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at All The Top Bananas
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
