At a Glance
- Tasks: Lead and mentor technical teams while ensuring top-notch service delivery and project success.
- Company: Join a leading Managed Service Provider with a focus on innovation and growth.
- Benefits: Competitive salary, generous holiday, charity leave, and free parking.
- Other info: Enjoy a modern office culture with social events and career development opportunities.
- Why this job: Make a real impact in a dynamic environment while developing your leadership skills.
- Qualifications: Experience in managing technical support teams and strong service management knowledge.
The predicted salary is between 45000 - 45000 £ per year.
Technical Service Manager
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.
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.
Drive service improvement initiatives and operational efficiencies.
Ensure effective ticket ownership, escalation management and incident resolution.
Own technical change control processes and risk management activities.
Ensure consistency and quality across all technical work delivered by the team.
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.
Supplier and Vendor Management.
Ensure continuous improvement and support compliance with ISO 9001, ISO 27001, Cyber Essentials and internal operational standards.
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.
Microsoft 365 ecosystem Microsoft Teams Share Point Microsoft Intune Microsoft Entra ID Azure Services Networking technologies including routing, switching, wireless and firewalls Cyber Security technologies and best practices Broadband, Leased Line and Connectivity services Backup, Business Continuity and Disaster Recovery solutions CRM, PSA and RMM platforms used within MSP environments
ITIL Foundation or higher Microsoft Technical Certifications 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.
Service Technical Manager in Worcester 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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We think this is how you could land Service Technical Manager in Worcester
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We think you need these skills to ace Service Technical Manager in Worcester
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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!
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✨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.
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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.
