Location: Middlewich, Cheshire
Salary: £45,000 - 55,000 + £6,000 Performance Bonus plus Contributory pension, Free parking, 28 days annual leave (rising with service), Company Vehicles
We’re looking for an experienced Technical Services Manager to join an established Managed Service Provider in Middlewich, taking ownership of its technical team and the delivery of IT support, projects and managed services across its customer base.
This is a hands-on leadership role for someone who understands how an MSP operates. You’ll combine technical team management, service delivery, customer engagement and technical oversight, reporting directly to the Managing Director and playing a key role in developing the technical function.
The Role
You’ll take ownership of day-to-day technical service delivery, ensuring customers receive a consistently high standard of support while making sure the technical team has the structure, resources and development needed to perform effectively.
Previous experience working within a Managed Service Provider (MSP) environment is essential.
Your responsibilities will include:
* Leading, managing and developing the technical team
* Conducting regular one-to-ones and appraisals, alongside recruitment and onboarding
* Taking ownership of service delivery and ensuring SLA commitments are achieved
* Allocating technical resources across support and project requirements
* Monitoring operational KPIs and implementing service improvements
* Acting as a senior escalation point for complex technical issues
* Providing hands-on escalated technical support when required
* Maintaining high standards across tickets, customer documentation and contract records
* Leading technical discussions with customers around hardware, software and IT projects
* Conducting customer reviews, presenting service performance and identifying areas for improvement
* Supporting technical pre-sales and post-sales activity
* Working with senior management to plan recruitment, training and future technical capability
You'll ideally have:
* Strong experience within an MSP or Managed IT Services environment
* Previous experience leading, mentoring or managing technical engineers
* A strong technical background across IT support and infrastructure
* Experience with managed service tools such as Kaseya, Autotask or equivalent
* Experience working with PSA, ticketing and RMM platforms
* A good understanding of SLAs, KPIs and service delivery within an MSP
* Confidence dealing directly with business owners and senior customer stakeholders
* Strong communication and presentation skills
* Experience managing technical escalations and customer expectations
* A full, clean UK driving licence
* Microsoft Modern Workplace, Azure, Cisco or similar vendor certifications would be advantageous, alongside previous exposure to commercial or GP-driven targets.
Why Apply?
This is a strong opportunity for an established Technical Services Manager, Technical Manager or IT Support Manager who wants genuine ownership of an MSP technical function.
It could also suit an experienced hands on Service Delivery Manager or senior MSP technical leader who already has responsibility for engineers, customers and service performance and is ready to step into broader management.
Keywords: Technical Services Manager, Technical Manager, IT Manager, IT Support Manager, Service Delivery Manager, Managed Services Manager, MSP Manager, Helpdesk Manager, Service Desk Manager, Technical Support Manager, IT Operations Manager, IT Services Manager, Managed Service Provider, MSP, Managed Services, IT Support, Service Delivery, Technical Support, IT Infrastructure, IT Projects, SLA, RMM, PSA, Kaseya, Autotask, Microsoft 365, Azure, Middlewich, Cheshire, Crewe, Northwich, Winsford, Sandbach, Knutsford
Salary description
£45000.00 - £50000.00 per year