Technical Service Manager

Technical Services Manager

Location: Worcester (Office-based with occasional customer visits)

Job Type: Full-time | Permanent

Salary: £45,000 – £55,000 DOE + Benefits + Training and Certifications

Lead Technical Excellence

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.

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 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.
• 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 bank holidays
• Two paid volunteering days
• Pension scheme
• Free parking
• Modern offices
• Regular team events
• Supportive, collaborative culture

Apply Now

If 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.