At a Glance
- Tasks: Lead and mentor technical teams while ensuring top-notch service delivery.
- Company: Dynamic Managed Service Provider focused on Microsoft Cloud and Cyber Security solutions.
- Benefits: Competitive salary, company-funded certifications, and 25 days holiday.
- Other info: Opportunities for career progression and professional development.
- Why this job: Shape the future of technical services and drive operational excellence.
- Qualifications: Experience in leading technical teams within a Managed Service Provider.
The predicted salary is between 54000 - 66000 £ per year.
Location: Worcester (Office-based with occasional customer visits)
Job Type: Full-time | Permanent
Salary: £45,000 - £55,000 DOE + Benefits + Training and Certifications
Our client is a growing Managed Service Provider delivering Microsoft Cloud, Cyber Security, Connectivity and IT Support solutions across the UK. They are looking for an experienced Technical Services Manager to lead their Helpdesk, Projects and Technical Engineering teams while driving service excellence, operational improvement and customer satisfaction.
The Role
You'll provide leadership across technical operations, ensuring outstanding customer service while developing a high-performing engineering team.
Responsibilities Include
- Leadership: Lead, mentor and develop Helpdesk, Field Engineers, Project Engineers and Technical Specialists. Conduct one-to-ones, appraisals and development planning. Promote accountability, collaboration and excellent customer service. Manage team resources, capacity planning and skills development. Support professional training and certifications.
- Service Delivery: Own day-to-day technical service delivery. Ensure KPIs and SLAs are achieved. Act as senior escalation point for complex technical issues. Drive continual service improvement. Maintain high-quality documentation, standards and governance.
- Project Oversight: Oversee delivery of customer projects including Microsoft 365 migrations, Azure and Cloud solutions, cyber security implementations, network infrastructure upgrades, VoIP and Unified Communications, connectivity installations, and customer onboarding and technology refresh projects. Work closely with Project Managers and Sales to ensure projects are delivered on time, within scope and to a high technical standard.
- Business Growth: Support the commercial team by attending customer meetings, assisting with solution design and technical proposals, reviewing Statements of Work and quotations, identifying opportunities to improve customer environments, and building strong relationships with customers, suppliers and technology partners.
- Operational Improvement: Standardise technical processes. Introduce automation where appropriate. Maintain documentation and technical standards. Support ISO9001, ISO27001 and Cyber Essentials compliance. Help shape future technical strategy.
About You
You'll already have significant experience leading technical teams within a Managed Service Provider and be confident managing engineers, customers and operational performance.
Essential Experience:
- Leadership experience within an MSP.
- Managing Service Desk, Projects or Technical Services teams.
- KPI and SLA management.
- Customer escalation management.
- Strong people leadership and coaching skills.
- Commercial awareness and customer relationship management.
- Technical pre-sales and solution design experience.
- Full UK driving licence.
Technical Knowledge
Strong practical experience with:
- Microsoft 365 Exchange Online
- Microsoft Teams
- SharePoint Online
- Microsoft Intune
- Microsoft Entra ID
- Microsoft Azure Cloud migrations
- Endpoint management
- Cyber Security
- Networking, routing, switching and wireless
- Firewalls
- Backup and disaster recovery
- VoIP and Unified Communications
- Broadband, leased lines and connectivity
Experience with PSA and RMM platforms is essential.
Desirable:
- Microsoft Certifications
- ITIL Foundation
- 3CX
- SonicWall
- Ubiquiti
- ISO9001 or ISO27001 experience
Success in the Role
Within your first year you'll have:
- Built a high-performing technical team.
- Improved customer satisfaction and service performance.
- Reduced escalations.
- Standardised documentation and processes.
- Introduced automation and service improvements.
- Delivered successful customer projects.
- Become a trusted technical leader across the business.
What's on Offer:
£45,000 - £55,000 DOE Company-funded Microsoft and industry certifications Clear career progression 25 days holiday plus
Technical Service Manager in London employer: The Virtual Recruiter
Our organisation is an exceptional employer, dedicated to creating a nurturing and inclusive environment for both staff and the young people we support. Located in Swindon, we offer competitive salaries, comprehensive benefits including free gym access and ongoing training opportunities, and a culture that prioritises employee well-being and professional growth. Join us in making a meaningful impact while enjoying a supportive work atmosphere that values your contributions.
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