At a Glance
- Tasks: Lead and mentor technical teams while driving service excellence and innovation.
- Company: Fast-growing Managed Service Provider with a focus on customer experience.
- Benefits: Competitive salary, benefits package, and opportunities for professional growth.
- Other info: Join a collaborative team with excellent career advancement opportunities.
- Why this job: Shape the future of tech support and make a real impact in a dynamic environment.
- Qualifications: Proven MSP leadership experience and strong technical knowledge.
The predicted salary is between 47000 - 65000 £ per year.
A well established and fast-growing Managed Service Provider are on the market for a Technical Support Manager. This is a leadership role overseeing both the Support Desk and Onsite Project teams, driving excellence, performance and technical innovation. If you're a proven MSP leader who thrives on improving organisations, elevating customer experience and guiding technical teams this is the perfect opportunity!
The Role
As the Technical Support Manager, you will take ownership of day-to-day technical operations and act as the primary escalation point for complex issues, playing a key role in shaping the MSP's service offerings. Working closely with the Technical Director and Service Delivery Manager, you will ensure that clients receive a consistently high-quality service while helping the business evolve strategically.
Key Responsibilities
- Lead, mentor and develop Support Desk and Onsite Project teams.
- Oversee training, development plans and performance reviews.
- Set and monitor KPI's and SLA's to drive excellence.
- Foster a culture of collaboration, accountability and continuous improvement.
- Ensure effective workforce planning and scheduling.
Service Delivery
- Act as the senior technical escalation point for advanced support issues.
- Oversee daily Support Desk and Project performance to maintain SLA targets.
- Work closely with the Service Delivery Manager to uphold exceptional service.
- Drive improvements in efficiency, first-time fix rates and client satisfaction.
- Build strong relationships with customers to support retention and growth.
Strategy
- Report directly to the Technical Director as part of the senior leadership team.
- Provide regular performance and service reports with actionable insights.
- Support strategic initiatives such as product development, technology adoption and service innovation.
- Analyse service trends and identify improvements to boost profitability and customer success.
Desirable
- Formal qualifications such as ITIL or PRINCE2.
- Experience presenting service and performance data to senior stakeholders.
- Familiarity with other PSA and RMM platforms.
Essential Experience
- Proven background as a Technical Manager, IT Manager or similar MSP leadership role.
- Strong technical knowledge across Microsoft 365, Networking, Virtualisation, security services and Managed Services.
- Experience managing Support Desk teams or technical project teams.
- Demonstrated success improving operational processes and service efficiency.
- Strong diagnostic and problem-solving abilities.
- Experience acting as a senior technical escalation point.
- Solid understanding of MSP-focused cyber-security best practices.
If you're an MSP technical leader looking for your next step, we'd love to hear from you. Apply today or contact Arden Resourcing for a confidential discussion.
Technical Support Manager – (MSP Experience Essential) Birmingham employer: Arden Resourcing Limited
Join a forward-thinking company that values innovation and technical excellence, offering a collaborative remote work environment for Full Stack Drupal Developers. With competitive salaries and a strong focus on employee growth, you will have the opportunity to enhance your skills while contributing to an industry-leading platform. Enjoy the flexibility of remote work within the UK, alongside a supportive team dedicated to delivering high-quality solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Manager – (MSP Experience Essential) Birmingham
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend local tech meetups or conferences, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! If you’ve got a portfolio or examples of your work, bring them along to interviews. Demonstrating your technical prowess can really set you apart from other candidates.
✨Tip Number 3
Prepare for those tricky questions! Research common interview questions for Technical Support Managers and practice your responses. We want you to feel confident and ready to tackle anything that comes your way.
✨Tip Number 4
Don’t forget to follow up! After an interview, shoot a quick thank-you email to express your appreciation. It’s a nice touch and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Technical Support Manager – (MSP Experience Essential) Birmingham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Technical Support Manager role. Highlight your MSP experience and any leadership roles you've held, as we want to see how you can drive excellence in our teams.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about improving customer experience and how your technical knowledge can elevate our service offerings. Be genuine and let your personality come through!
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your ability to lead teams and improve operational processes. Numbers speak volumes, so if you’ve boosted client satisfaction or improved efficiency, let us know!
Apply Through Our Website:We encourage you to apply directly through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Arden Resourcing Limited
✨Know Your MSP Inside Out
Before the interview, make sure you research the Managed Service Provider thoroughly. Understand their service offerings, client base, and any recent news or developments. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Leadership Skills
As a Technical Support Manager, you'll be leading teams. Prepare examples of how you've successfully mentored and developed team members in the past. Highlight specific situations where your leadership made a difference in performance or customer satisfaction.
✨Prepare for Technical Scenarios
Expect to face technical scenarios during the interview. Brush up on your knowledge of Microsoft 365, networking, and security services. Be ready to discuss how you would handle complex support issues and improve operational processes.
✨Demonstrate Your Strategic Thinking
The role involves strategic initiatives, so be prepared to discuss how you've contributed to service innovation or product development in previous roles. Share insights on how you analyse service trends and implement improvements that boost profitability and customer success.
