Location: Worcester
Salary: £45,000 - £55,000 DOE + benefits
Benefits: 25 days' holiday + bank holidays, funded training and certifications, pension, charity leave and free on-site parking
Our client, a growing UK Managed Service Provider, is hiring an experienced IT Services Manager to lead its technical service operation across support, field services and project delivery.
This is a senior leadership position with genuine scope to influence how IT services are delivered. You'll develop the technical team, drive service standards, oversee customer projects and act as a senior technical and operational point of contact across the business.
What you'll do
Lead, mentor and develop teams across Helpdesk, Field Services, Projects and Technical Specialists
Own day-to-day IT service delivery, ensuring SLA, KPI and customer service targets are achieved
Manage resource planning, workload, utilisation and capacity across BAU support and project delivery
Act as the senior escalation point for complex technical and service-related issues
Review service performance, customer satisfaction and operational metrics, driving improvements where required
Maintain technical standards, documentation, change control and best practice
Oversee customer technology projects, ensuring effective resourcing, handovers and delivery
Support technical pre-sales, including customer workshops, solution design, proposals and Statements of Work
Develop structured training, certification and progression plans for the technical team
Manage key technology suppliers and support technical and commercial decision-making
Support compliance with ISO 9001, ISO 27001, Cyber Essentials and internal operational standards
Drive automation, standardisation and continuous improvement across IT operations You'll work closely with Sales, Service Delivery, Project Management and senior stakeholders to ensure solutions are technically robust, commercially viable and deliverable.
Projects will cover areas including Microsoft 365, Azure and cloud migrations, networking and infrastructure, cyber security, VoIP/Unified Communications, connectivity and customer technology refresh programmes.
What we're looking for
At least 3 years' leadership experience within a technical environment
Proven experience managing technical support teams within an MSP
Experience overseeing both BAU support operations and technical project delivery
Strong understanding of service management, SLAs, KPIs and escalation processes
Demonstrable experience improving processes, team performance and customer satisfaction
Strong leadership, communication and stakeholder management skills
Commercial awareness with a customer-focused approach
Full UK driving licence You'll also bring broad technical knowledge across areas such as:
Microsoft 365, Exchange, Teams, SharePoint, Intune and Entra ID
Microsoft Azure and cloud migration
Networking, routing, switching, wireless and firewalls
Cyber security technologies and best practice
VoIP and Unified Communications
Broadband, leased lines and connectivity
Backup, Business Continuity and Disaster Recovery
PSA, RMM and CRM platforms within an MSP environment Experience with ITIL, Microsoft certifications, 3CX, networking/security vendor certifications or ISO 9001/27001 would be advantageous.
The ideal candidate will combine strong technical understanding with confident people leadership and commercial awareness. You'll enjoy developing teams, improving service delivery and taking ownership in a fast-paced MSP environment.
Why join?
£45,000 - £55,000 salary, dependent on experience
Company-funded professional training and technical certifications
Clear career development and progression opportunities
25 days' annual leave plus bank holidays
Up to 2 additional paid days for volunteering with a nominated charity
Pension scheme
Free on-site parking
Modern working environment
Optional social events and team activities
Collaborative culture with the opportunity to influence the future of IT service delivery Apply now to take ownership of IT service delivery within a growing MSP and help shape the next stage of its technical operation
Salary description
£45000.00 - £55000.00 per year