Technical Services Manager - MSP, IT Services Provider

Shape the Future of Technical Services at this organisation

This organisation is more than just an IT provider. They’re a trusted technology partner helping organisations across the UK embrace modern workplace technologies, strengthen cyber security and transform the way they work. As their business continues to grow, they're looking for an experienced Technical Services Manager to lead their technical teams, drive service excellence and play a key role in shaping the future of their service delivery. This is a genuine leadership role where you’ll influence how they operate, develop their engineers, improve customer experience, and work alongside senior leadership to support the continued growth of the business. If you’re already leading technical teams within an MSP and are looking for greater autonomy, influence and career progression, they'd love to hear from you.

The Opportunity

You’ll lead their Helpdesk, Field Engineers, Projects and Technical Specialists, ensuring customers receive an outstanding service while helping our engineers reach their full potential. You’ll balance operational leadership with technical oversight, working closely with customers, suppliers and our commercial teams to deliver high-quality solutions across Microsoft 365, Azure, Cyber Security, Cloud and Connectivity. You’ll also play an important role in supporting business growth through technical pre-sales, solution design and continual service improvement.

What You’ll Be Doing

Lead and Develop their Technical Teams

Inspire, mentor and develop a high-performing team of engineers and technical specialists.

Conduct regular one-to-ones, performance reviews and development planning.

Build a positive culture focused on accountability, collaboration and exceptional customer service.

Plan team resources and ensure the right skills are available across support and project delivery.

Identify training needs and support professional development through certifications and mentoring.

Drive Service Excellence

Take ownership of day-to-day technical service delivery.

Ensure KPIs and SLAs are consistently achieved.

Act as the senior escalation point for complex technical issues.

Review operational performance and identify opportunities to improve customer satisfaction.

Lead continual service improvement initiatives across the business.

Maintain high standards of documentation, processes and technical governance.

Oversee Technical Projects

You’ll oversee the successful delivery of a wide range of customer projects including:

Microsoft 365 migrations

Azure and cloud transformation projects

Cyber Security implementations

Network infrastructure upgrades

VoIP and Unified Communications deployments

Connectivity installations

Customer onboarding and technology refresh programmes

Working closely with their Project Managers and Sales teams, you’ll ensure projects are delivered on time, within scope and to the highest technical standards.

Support Business Growth

You’ll work alongside their Sales team to provide technical expertise throughout the customer journey by:

Attending customer meetings and technical workshops.

Supporting solution design and technical proposals.

Reviewing Statements of Work and quotations.

Identifying opportunities to improve customers’ IT environments.

Building trusted relationships with customers, suppliers and technology partners.

Drive Operational Improvement

You’ll continually look for ways to improve how we work by:

Standardising technical processes.

Introducing automation where appropriate.

Maintaining technical documentation and standards.

Supporting compliance with ISO9001, ISO27001 and Cyber Essentials.

Helping shape the future direction of our technical services.

About You

They're looking for someone who has already built their career within a Managed Service Provider and understands what exceptional service delivery looks like. You’ll be equally comfortable leading engineers, engaging with customers and making strategic operational decisions. You’ll bring a positive attitude, strong leadership skills and a passion for helping both customers and colleagues succeed.

Essential Experience

You’ll already have:

Significant experience leading technical teams within an MSP environment.

Proven experience managing Service Desk, Projects or Technical Services teams.

A strong understanding of service delivery, KPIs and SLA management.

Experience managing customer escalations and complex technical environments.

Excellent leadership and people development skills.

Strong commercial awareness and customer relationship management experience.

Experience supporting technical pre-sales and solution design.

A full UK driving licence.

Essential Technical Knowledge

This role requires strong practical knowledge of modern Microsoft technologies and cloud services. You should already be confident working with:

Microsoft 365

Exchange Online

Microsoft Teams

SharePoint Online

Microsoft Intune

Microsoft Entra ID

Azure Services

Cloud migrations

Modern endpoint management

Cyber Security best practice

Networking, switching, routing and wireless technologies

Firewalls and security appliances

Backup and disaster recovery

VoIP and Unified Communications

Broadband, leased lines and connectivity solutions

Experience using PSA and RMM platforms within an MSP is also essential.

Desirable Qualifications

We’re also interested if you hold certifications such as:

Microsoft Certifications

ITIL Foundation

3CX Certification

SonicWall

Ubiquiti

What Success Looks Like

Within your first year you’ll have:

Built a motivated and high-performing technical team.

Improved customer satisfaction and service performance.

Reduced escalations through stronger processes and coaching.

Standardised technical documentation and operational procedures.

Introduced service improvements and automation.

Successfully delivered complex customer projects.

Become a trusted technical leader across the business.

Excellent training and career development opportunities exist for the right candidate.

Basic salary £50-60,000 + excellent benefits

Based Worcester

Find your next opportunity

42 Customer Service Advisor (Immediate Start) Jobs in Redditch, Worcestershire

Find your next opportunity

42 Customer Service Advisor (Immediate Start) Jobs in Redditch, Worcestershire