Job Description:

Job Title: Technical Service Manager

Location: Worcester

Salary: £45,000 – £55,000 DOE

About Our Client

Our client is a leading Managed Service Provider delivering IT Support, Cyber Security, Unified Communications, Connectivity, Cloud and Software Development Services to businesses throughout the UK. Since launching in 2002, they have grown year on year, expanding their products and services as technology has developed, helping organisations improve their business practices and profitability.

As they continue to grow, they are seeking an experienced Technical Service Manager to lead their technical and pre-sales operations, develop their people, drive service excellence, and ensure the successful delivery of support and project services across the business. This is a senior leadership role responsible for managing technical teams, overseeing service delivery, supporting pre-sales activities, owning technical standards and processes, and ensuring that customer expectations are exceeded.

Responsibilities:

• Lead, mentor and develop a team of Helpdesk, Field Service, Projects and Technical Specialists.
• Build a high-performance culture focused on accountability, professionalism, customer service and continuous improvement.
• Manage resource planning, utilisation, workload balancing and team capacity. 
• Oversee technical recruitment, onboarding and succession planning.
• Take ownership of day-to-day service delivery across the Support Desk, Field Services and Technical Teams.
• Manage service performance against SLA and KPI targets.
• Act as the senior escalation point for technical and service-related issues.
• Review Helpdesk metrics, team performance and customer satisfaction levels.
• Produce and present daily, weekly and monthly operational reports.
• Drive service improvement initiatives and operational efficiencies.
• Ensure effective ticket ownership, escalation management and incident resolution.
• Maintain and improve technical standards, documentation and best practices.
• Ensure accurate documentation of customer environments, procedures and solutions.
• Own technical change control processes and risk management activities.
• Ensure consistency and quality across all technical work delivered by the team.
• Drive adoption of automation, standardisation and process improvements.
• Oversee the successful delivery of customer IT, Telecoms and Connectivity projects.
• Work closely with Project Managers, Service Delivery and Sales teams to ensure projects are delivered on time and within scope.
• Ensure smooth customer onboarding, project handovers and project close-out processes.
• Oversee billing validation, project documentation and customer acceptance procedures.
• Support customer meetings, technical workshops and solution design sessions. 
• Review and approve technical proposals, quotations and Statements of Work.
• Ensure solutions are technically sound, commercially viable and deliverable.
• Build and maintain strong relationships with key customers, suppliers and technology partners.
• Supplier and Vendor Management.
• Ensure continuous improvement and support compliance with ISO 9001, ISO 27001, Cyber Essentials and internal operational standards.

What Are They Looking For:

• A minimum of 3 years of leadership experience in a technical role.
• Proven experience managing technical support teams within an MSP environment.
• Experience overseeing both customer support operations and project delivery.
• A strong understanding of service management principles, KPIs and SLA management.
• Demonstrable experience improving processes, team performance and customer satisfaction.
• Excellent leadership, communication and stakeholder management skills.
• Strong commercial awareness and customer-focused approach.
• A full UK driving licence.

Technical Skills and Knowledge:

• Microsoft 365 ecosystem
• Exchange
• Microsoft Teams
• SharePoint
• Microsoft Intune
• Microsoft Entra ID
• Azure Services
• Cloud technologies and experience with on-prem to cloud migrations
• Networking technologies including routing, switching, wireless and firewalls
• Cyber Security technologies and best practices
• VoIP and Unified Communications platforms
• Broadband, Leased Line and Connectivity services
• Backup, Business Continuity and Disaster Recovery solutions
• CRM, PSA and RMM platforms used within MSP environments

Desirable Skills and Certifications:

• 3CX Certification or extensive 3CX experience
• ITIL Foundation or higher
• Ubiquiti, SonicWall or other leading vendor certifications
• Microsoft Technical Certifications
• ISO 9001 and ISO 27001 experience

Salary and Benefits:

• Competitive salary from 45k per annum based on your previous experience.
• 25 days holiday plus bank holidays.
• Optional two further paid days leave working in your nominated charity of choice.
• Free on-site parking.
• Engage in optional social events and team-building trips.
• Modern office environment that promotes enjoyment and productivity.
• A collaborative, team-oriented culture where everyone strives for excellence.