Job Description:
Take overall responsibility for the delivery of IT support, projects and managed services to business customers.
Lead, manage and develop the technical team, including recruitment, onboarding, training, one-to-ones and appraisals.
Allocate and schedule technical resources to ensure operational and project requirements are met.
Monitor service delivery and ensure the team consistently meets agreed customer SLAs and operational targets.
Monitor and report on key performance indicators (KPIs), identifying opportunities for continuous improvement.
Maintain accurate and up-to-date customer documentation, service tickets and contract records.
Build strong relationships with customers and act as a key technical contact for senior stakeholders.
Lead technical discussions during the sales process, supporting hardware, software and project requirements.
Conduct regular customer reviews, present service performance and identify opportunities for service improvements or additional solutions.
Act as the escalation point for complex technical issues, providing hands-on technical support where required.
Maintain a strong understanding of the technologies and services supported by the business.
Help develop and maintain technical standards, processes and documentation.
Work closely with senior management to plan future resource requirements, recruitment and staff training.
Promote a collaborative, professional and customer-focused culture within the technical team. Candidate Requirements:
Proven experience working within an MSP environment.
Experience using managed service tools such as Kaseya, Autotask or equivalent.
Strong communication and presentation skills, with the confidence to engage with company owners and senior stakeholders.
Proven experience recruiting, managing and developing a technical team.
Full, clean UK driving licence.
Experience with ticketing/PSA platforms and RMM integrations is desirable.
Additional vendor certifications, such as Microsoft Modern Workplace, Azure or Cisco, are desirable.
Commercial experience working with gross profit or target-driven bonus structures would be advantageous. This role is commutable from: Middlewich, Cheshire and surrounding areas.
This role would suit candidates with the following experience: Technical Manager, IT Manager, Service Delivery Manager, MSP Manager, IT Service Manager, Senior IT Support Manager
Hours: Monday – Friday 9:00 am - 5:00 pm
Salary: up to £50,000 DOE Per Annum
Brampton Recruitment are an independent Commercial and Accounts & Finance recruitment agency working in partnership with employers spanning Stoke on Trent, Staffordshire, Cheshire, and the Greater Manchester region
Salary description
£50000.00 - £50000.00 per year