Technical Operations Manager

Role: Technical Operations Manager - Systems, Projects & Support Location: Shoreditch (Office-Based) Salary: £65,000 + Performance-Related Bonuses About the Company:

This rapidly scaling MSP delivers cloud, cybersecurity, VoIP, automation, and infrastructure services to a diverse and growing client base. With a strong focus on innovation and people development, the business offers a fast-moving, collaborative environment where technical leadership genuinely shapes how the company operates and grows. The Opportunity:

We're seeking a hands-on Technical Operations Manager with strong MSP experience to lead an engineering team, act as the senior technical escalation point, and drive internal and client-facing transformation projects.

This is a pivotal role for an experienced technical leader who enjoys balancing deep technical involvement with people management, service quality, and operational improvements.Key Responsibilities:

Technical Leadership & Escalation

• Act as the senior escalation point for complex 3rd-line infrastructure, cloud, and networking issues.
• Lead and govern technical delivery across:
  • Azure, Office 365, Windows Server
  • SonicWall firewalls, VPN & security
  • VMware/Hyper-V
  • 3CX VoIP & supporting network infrastructure
• Own patching, maintenance standards, security alignment, and DR strategies.
• Ensure high-quality documentation, deployments, and configuration practices.

Team Leadership & Performance

• Line-manage 2nd & 3rd line engineers, conducting 1:1s, coaching, and skills development.
• Drive a culture of accountability, high performance, and technical excellence.
• Support recruitment, onboarding, and long-term progression within the technical team.

Project Delivery

• Lead and deliver internal and client-focused technical projects including:
  • Cloud migrations
  • Infrastructure upgrades
  • VoIP deployments
  • Network/security improvements
• Define scope, risks, timelines, and outcomes, ensuring delivery within agreed parameters.
• Work cross-functionally with leadership, service delivery, and commercial teams.

Systems, Workflow & Process Development

• Improve service desk operations, technical standards, and ITIL-aligned processes.
• Monitor and enhance SLAs, KPIs, and client satisfaction metrics.
• Support continuous service quality improvements and operational consistency.

Desirable Skills

These skills are beneficial but not core requirements for the role.

• Experience with CRM or PSA platforms (Salesforce, Dynamics 365, Autotask, etc.)
• Workflow automation using PowerShell, Power Automate, or SQL reporting
• Experience with internal system optimisation or business process automation
• Familiarity with ConnectWise, ServiceNow, or similar ITSM environments

What You'll Bring

• At least 5 years in an MSP environment, with proven team leadership.
• Strong hands-on technical experience across cloud, infrastructure, networking, and VoIP.
• A background providing 3rd line escalation support in fast-paced MSP settings.
• Solid experience delivering and overseeing technical projects.
• Excellent communication and stakeholder management skills.
• A proactive approach to standards, service improvement, and operational stability.

What We Offer

• £65,000 base salary + performance-related bonuses
• A structured development path with training and certifications
• Ownership over internal systems, service quality, and technical direction
• A collaborative, inclusive, and growth-focused culture
• Direct influence over how the business scales its service delivery

If this sounds like the ideal next role for you, please apply now with an up-to-date CV to be considered.