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
Salary description
£50000.00 - £60000.00 per year