Technical Services Manager

We are partnering with an innovative IT solutions provider to recruit a dynamic Technical Service Manager to lead their service delivery function. This is an exciting opportunity to manage a talented technical team, ensure exceptional service to clients, and drive continuous improvement across the department.

Location: Office Based

Salary: Up to £55,000 per annum + benefits

About the Role

As the Technical Service Manager, you’ll oversee all aspects of service delivery, managing day-to-day operations for a team of engineers spanning 1st Line Support, field engineers, and office-based staff. You'll work closely with the 3rd Line Engineer to maintain exceptional standards of customer service, while ensuring technical operations run smoothly and effectively.

This role is perfect for someone with a "small company" mindset—where teamwork, adaptability, and hands-on problem-solving are part of daily life. You'll take charge of customer SLAs, team performance, and technical escalations, bringing a blend of strong leadership and technical expertise to the table.

Your Key Responsibilities

• Team Leadership: Manage and motivate a team of service desk engineers and field staff, fostering collaboration and a results-driven culture.
• Service Delivery Excellence: Own the delivery of IT services, ensuring alignment with customer SLAs and expectations.
• Process Improvement: Establish and maintain robust documentation processes, instilling a mindset of continual improvement within the team.
• Customer Escalations: Act as a key point of contact for escalations, providing technical oversight and solutions to ensure swift resolutions.
• Technical Expertise: Use your in-depth technical knowledge to estimate job times, evaluate support cases, and recommend proactive fixes.
• Collaboration: Work back-to-back with the 3rd Line Engineer to seamlessly bridge daily operations and advanced technical projects.

What We’re Looking For

• MSP Expertise: Proven experience in a senior role supporting multiple customers under SLA, ideally within a Managed Service Provider.
• Team Management: Demonstrated ability to lead and manage teams of engineers, with a balance of strong leadership and technical credibility.
• Technical Skills: Strong foundation in IT systems, networking, and hardware, with the ability to diagnose issues and mentor team members.
• Communication Skills: Exceptional verbal and written communication to liaise with clients, manage expectations, and ensure team cohesion.
• Small Business Mentality: A collaborative, hands-on approach to problem-solving in an agile and fast-paced environment.

What’s on Offer

• Competitive salary up to £55,000 per annum.
• Generous holiday allowance, plus bank holidays.
• Opportunities for professional development and career growth.
• A supportive and inclusive workplace culture.

Why Join?

This role offers the chance to take ownership of a growing IT team, deliver exceptional service to diverse clients, and make a tangible impact on a business poised for growth. If you’re ready to lead, inspire, and innovate, we’d love to hear from you!