Technical Service Manager

Job Description

Technical Services ManagerLocation: Worcester (Office-based with occasional customer visits)Job Type: Full-time | PermanentSalary: £45,000 £55,000 DOE + Benefits + Training and CertificationsLead Technical ExcellenceOur 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.

Working alongside senior leadership, you'll develop their engineers, oversee technical delivery, support business growth and help shape the future of their technical services. The RoleYou'll provide leadership across technical operations, ensuring outstanding customer service while developing a high-performing engineering team.

Responsibilities

IncludeLeadership: 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 GrowthSupport 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.

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 YouYou'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 KnowledgeStrong practical experience with: Microsoft 365Exchange OnlineMicrosoft TeamsSharePoint OnlineMicrosoft IntuneMicrosoft Entra IDMicrosoft AzureCloud migrationsEndpoint managementCyber SecurityNetworking, routing, switching and wirelessFirewallsBackup and disaster recoveryVoIP and Unified CommunicationsBroadband, leased lines and connectivityExperience with PSA and RMM platforms is essential.

Desirable:

Microsoft CertificationsITIL Foundation3CXSonicWallUbiquitiISO9001 or ISO27001 experienceSuccess in the RoleWithin 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 DOECompany-funded Microsoft and industry certificationsClear career progression25 days holiday plus bank holidaysTwo paid volunteering daysPension schemeFree parkingModern officesRegular team eventsSupportive, collaborative cultureApply NowIf you're an experienced MSP Technical Services Manager looking for an opportunity to lead, influence and help shape a growing technology business, our client would love to hear from you. This is an excellent opportunity to deliver exceptional technology solutions and outstanding customer service across the UK.