Cluster Technical Lead (Print & Copy Channel Business Unit)

We are seeking a Cluster Technical Lead for the BN region to oversee all technical presales and post‑sales activity within the regional cluster, while supporting other regions as needed. This senior role combines hands‑on technical consulting with leadership of a Technical Consultant team, guiding the full solution lifecycle and ensuring high delivery standards.

The role carries a dual reporting line to the Cluster Manager for commercial alignment and to the IT Manager for technical standards and cross-cluster consistency.

Key Responsibilities

Team Leadership & Development

1. Lead, manage, and develop cluster Technical Consultants with clear performance expectations and one-one coaching & meetings
2. Plan and allocate technical resources across presales, installation, and support workstreams
3. Identify skill gaps and coordinate training, vendor certification, and development pathways with the IT Manager
4. Review and quality‑check the team’s technical output, demos, proposals, installation docs, and knowledge‑base content and providing feedback and guidance to raise standards.
5. Act as primary escalation point for complex technical issues before escalating to central Technical Services or vendors
6. Contributing to interview processes and onboarding planning withing the cluster

Presales & Technical Consultancy

1. Lead technical presales for strategically important opportunities: discovery, solution design, and scoping
2. Deliver demonstrations, webinars, and technical workshops to reseller partners and end customers
3. Provide technical input to tenders, security questionnaires, and statements of work, ensuring accuracy and consistency with ITS standards
4. Support the Cluster Channel Partner Manager and sales team with technical insights and guidance throughout the sales cycle, including attendance at key customer meetings where technical credibility is required
5. Review and oversee presales outputs produced by the team, ensuring solution designs are technically sound and commercially realistic

Installations & Solution Delivery

1. Oversee installation planning and delivery across the cluster, ensuring accurate scoping and quality execution in line with agreed timelines and quality standards
2. Lead complex remote and on-site installations personally where required
3. Ensure system testing, validation, customer training, and handover to post-sales support are completed as standard
4. Maintain and improve cluster installation methodologies, checklists, and project communication templates, in alignment with central Technical Services standards

Project Management

1. Take ownership of project management for larger or more complex technical engagements within the cluster: scope definition, resource planning, and tracking from initiation through to completion
2. Monitor timelines and escalate delays or scope changes to the Cluster Manager promptly, particularly for technically intensive engagements
3. Actively contribute to improving core business processes and optimising the profitability of the cluster’s technical function, identifying inefficiencies in delivery workflows and proposing structural improvements
4. Maintain technical relationships with key vendors including PaperCut, Umango, and KUARIO, especially acting as the cluster’s primary technical point of contact for product queries, escalations, and roadmap discussions

Post-Sales Technical Support

1. Oversee both presales and post-sales technical support, ensuring partner queries are resolved within SLA targets
2. Handle escalated second-line support cases personally where required
3. Ensure that recurring or systemic issues are identified, documented, and reported to the IT Manager, and that appropriate fixes or knowledge base updates are produced
4. Build and maintain strong relationships with key reseller and partner technical contacts

Technical Standards & Knowledge

1. Maintain knowledge of the full ITS Print & Copy portfolio including product architecture, integration patterns, licensing models, and known compatibility
2. Stay current with vendor product roadmaps, release notes, and certification requirements,
3. Maintain up‑to‑date knowledge of vendor roadmaps, releases and ensuring the cluster team's knowledge is maintained accordingly
4. Contribute to shared technical assets: knowledge base articles, installation guides, and best-practice documentation
5. Liaise regularly with the IT Manager to ensure cluster practices remain aligned with ITS-wide technical standards and that significant product or process updates are communicated and embedded within the team

Reporting & Quality

1. Report regularly to both the Cluster Channel Partner Manager and the IT Manager on team performance, SLA adherence, open escalations, and technical delivery quality
2. Track and analyse recurring support issues and installation challenges within the cluster, identifying patterns and proposing corrective actions
3. Support ISO 9001 / ISO 27001 quality management processes relating to technical services activity

Required Qualifications

Experience & Background

1. 5+ years in technical consulting, presales engineering, or senior technical support within print management, managed print services, or document management
2. Demonstrable experience leading a technical team with a track record of developing capability
3. Proven experience across the full solution lifecycle: presales, installation, and post-sales support
4. Experience working within a channel or reseller partner model is essentiaL
5. Prior involvement in tender responses, statements of work, or security questionnaires is an advantage

Technical Skills

1. Hands-on experience with Print&Copy portfolio in production environments is essential
2. Strong diagnostic and troubleshooting skills across Windows Server and Client platforms, Active Directory, Entra ID and Microsoft SQL Server
3. Solid networking knowledge: DNS, VLANs, switches, routers, and firewall configuration is essential.
4. Experience configuring MFDs, card readers, and authentication methods with print management platforms
5. Proficiency with Office 365 including Teams and SharePoint
6. Familiarity with virtualisation (VMware, Hyper-V); Azure experience is an advantage
7. Experience with Azure and cloud infrastructure is an advantage; familiarity with document processing workflows is desirable
8. Exposure to Apple macOS and Linux is a bonus

Skills & Competencies

1. Ability to communicate complex technical concepts clearly to varied audiences
2. Strong written communication skills: capable of producing accurate, professional technical documentation, proposals, and reports
3. Structured approach to troubleshooting and problem-solving under pressure, with the ability to manage multiple concurrent priorities across presales, and support
4. A confident self-learner who takes ownership of staying current across a broad and evolving product portfolio
5. Strong commercial awareness in customer-facing situations
6. Fluent English; proficiency in the regional cluster language required for non-UK positions

Personal Attributes

1. Technical authority who leads by example and develops the team's capacity to handle complexity
2. Lead through coaching: hold leadership conversations and technical troubleshooting sessions to build the team’s ability to handle complexity rather than delegating it away
3. Partner and customer-focused with a proactive, solutions-oriented approach
4. Proactive and solutions-oriented; you identify issues before they escalate and propose improvements
5. Collaborative and culturally adaptable across ITS's European network

What We Offer

1. Senior technical leadership role with genuine people management responsibility

2. Europe's leading PaperCut Authorised Solution Centre environment

3. Structured access to vendor certification programmes, product training, and professional development pathways

4. A stable, international working environment with a genuine family culture

5. Competitive salary, company laptop and mobile, business mileage allowance

6. Career development opportunities within the ITS Technical Services

7. Annual leave entitlement in accordance with local labour law, with progressive increases based on years of service

About ITS

Info Technology Supply Ltd (ITS) is a well-established software company with over 38 years of experience serving the print and copy sector across Europe and the Americas. Our Print & Copy Channel Bu...