Technical Services Manager

This organisation is more than just an IT provider. They are a trusted technology partner helping organisations across the UK embrace modern workplace technologies, strengthen cyber security and transform the way they work. As their business continues to grow, they're looking for an experienced Technical Services Manager to lead their technical teams, drive service excellence and play a key role in shaping the future of their service delivery.

This is a genuine leadership role where you will influence how they operate, develop their engineers, improve customer experience, and work alongside senior leadership to support the continued growth of the business. If you are already leading technical teams within an MSP and are looking for greater autonomy, influence and career progression, they'd love to hear from you.

The Opportunity

You will lead their Helpdesk, Field Engineers, Projects and Technical Specialists, ensuring customers receive an outstanding service while helping our engineers reach their full potential. You will balance operational leadership with technical oversight, working closely with customers, suppliers and our commercial teams to deliver high-quality solutions across Microsoft 365, Azure, Cyber Security, Cloud and Connectivity. You will also play an important role in supporting business growth through technical pre-sales, solution design and continual service improvement.

What You Will Be Doing

• Lead and Develop their Technical Teams
  • Inspire, mentor and develop a high-performing team of engineers and technical specialists.
  • Conduct regular one-to-ones, performance reviews and development planning.
  • Build a positive culture focused on accountability, collaboration and exceptional customer service.
  • Plan team resources and ensure the right skills are available across support and project delivery.
  • Identify training needs and support professional development through certifications and mentoring.
• Drive Service Excellence
  • Take ownership of day-to-day technical service delivery.
  • Ensure KPIs and SLAs are consistently achieved.
  • Act as the senior escalation point for complex technical issues.
  • Review operational performance and identify opportunities to improve customer satisfaction.
  • Lead continual service improvement initiatives across the business.
  • Maintain high standards of documentation, processes and technical governance.
• Oversee Technical Projects
  • Oversee the successful delivery of a wide range of customer projects including:
  • Microsoft 365 migrations
  • Azure and cloud transformation projects
  • Cyber Security implementations
  • Network infrastructure upgrades
  • VoIP and Unified Communications deployments
  • Connectivity installations
  • Customer onboarding and technology refresh programmes
  • Working closely with their Project Managers and Sales teams, ensure projects are delivered on time, within scope and to the highest technical standards.
• Support Business Growth
  • Work alongside their Sales team to provide technical expertise throughout the customer journey by:
  • Attending customer meetings and technical workshops.
  • Supporting solution design and technical proposals.
  • Reviewing Statements of Work and quotations.
  • Identifying opportunities to improve customers IT environments.
  • Building trusted relationships with customers, suppliers and technology partners.
• Drive Operational Improvement
  • Continually look for ways to improve how we work by:
  • Standardising technical processes.
  • Introducing automation where appropriate.
  • Maintaining technical documentation and standards.
  • Supporting compliance with ISO9001, ISO27001 and Cyber Essentials.
  • Helping shape the future direction of our technical services.

About You

They're looking for someone who has already built their career within a Managed Service Provider and understands what exceptional service delivery looks like. You will be equally comfortable leading engineers, engaging with customers and making strategic operational decisions. You will bring a positive attitude, strong leadership skills and a passion for helping both customers and colleagues succeed.

Essential Experience

• Significant experience leading technical teams within an MSP environment.
• Proven experience managing Service Desk, Projects or Technical Services teams.
• A strong understanding of service delivery, KPIs and SLA management.
• Experience managing customer escalations and complex technical environments.
• Excellent leadership and people development skills.
• Strong commercial awareness and customer relationship management experience.
• Experience supporting technical pre-sales and solution design.
• A full UK driving licence.

Essential Technical Knowledge

This role requires strong practical knowledge of modern Microsoft technologies and cloud services. You should already be confident working with:

• Microsoft 365
• Exchange Online
• Microsoft Teams
• SharePoint Online
• Microsoft Intune
• Microsoft Entra ID
• Azure Services
• Cloud migrations
• Modern endpoint management
• Cyber Security best practice
• Networking, switching, routing and wireless technologies
• Firewalls and security appliances
• Backup and disaster recovery
• VoIP and Unified Communications
• Broadband, leased lines and connectivity solutions

Experience using PSA and RMM platforms within an MSP is also essential.

Desirable Qualifications

We're also interested if you hold certifications such as:

• Microsoft Certifications
• ITIL Foundation
• 3CX Certification
• SonicWall
• Ubiquiti

What Success Looks Like

Within your first year you will have:

• Built a motivated and high-performing technical team.
• Improved customer satisfaction and service performance.
• Reduced escalations through stronger processes and coaching.
• Standardised technical documentation and operational procedures.
• Introduced service improvements and automation.
• Successfully delivered complex customer projects.
• Become a trusted technical leader across the business.

Excellent training and career development opportunities exist for the right candidate. Basic salary £45-60,000 + excellent benefits. Based Worcester.