Job Description
The Opportunity
We're working with a well-established and growing IT provider to find an experienced Technical Services Manager to join their team. This is a hybrid role combining hands-on solution delivery, pre- and post-sales support, and leadership of a small team of solutions technicians — based across home, office, and customer site visits.
The Role
You'll sit at the intersection of sales, delivery and technical leadership — customising solutions and strategic advice to meet client needs (from regulatory compliance to business process optimisation) and managing projects from initial requirements gathering through solution design and implementation. You'll work closely with Account Managers and the SOP department, provide pre-sales input and demonstrations, and lead a small team delivering both project work and escalated IT support.
What You'll Be Doing
- Provide pre-sales, installation planning and post-sales support across the solutions portfolio
- Attend customer solutions meetings, delivering demonstrations
- Work alongside Account Managers and the SOP department on solutions projects — providing costings, installation plans and timelines
- Project manage solution software builds and implementations to customer requirements
- Build and implement telecoms tenants and installations
- Lead a team of solutions technicians, supporting delegated projects and escalated IT tickets
- Maintain solutions licensing and management
- Contribute to knowledge base articles and documentation to improve support processes
- Liaise with software developers on product updates and technical bulletins
- Keep solutions certifications valid and up to date
What We're Looking For
- Solid understanding of IT systems, including Windows OS, Microsoft 365, and common business applications
- Certifications in CompTIA, Microsoft, Google, AWS or Unified Comms preferred
- Good working knowledge of PaperCut MF, PaperCut Hive, uniFLOW, Optimidoc and Unified Comms platforms
- Familiarity with helpdesk/ticketing systems (e.g. Vantage, ServiceNow, Zendesk, Freshdesk)
- Strong problem-solving and troubleshooting skills
- Excellent written and verbal communication, with the ability to explain technical concepts clearly and simply
- Good organisational and time management skills
- Comfortable working independently and as part of a team
Personal Attributes
- Customer-focused, with a positive and helpful approach
- Patient and empathetic when dealing with users
- Willingness to learn and develop technical skills further
- Strong attention to detail and accuracy
- Calm under pressure
Working Conditions
- A mix of home working, office-based days, and customer site visits
