About this role
Salary: £45,000 - 55,000 per year
Requirements: At least 3 years leadership experience within a technical environmentProven experience managing technical support teams within an MSPExperience overseeing both BAU support operations and technical project deliveryStrong understanding of service management, SLAs, KPIs and escalation processesDemonstrable experience improving processes, team performance and customer satisfactionStrong leadership, communication and stakeholder management skillsCommercial awareness with a customer-focused approachFull UK driving licenceBroad technical knowledge across Microsoft 365, Exchange, Teams, SharePoint, Intune and Entra IDMicrosoft Azure and cloud migration experienceNetworking experience across routing, switching, wireless and firewallsCyber security technologies and best practice knowledgeVoIP and Unified Communications experienceBroadband, leased lines and connectivity knowledgeBackup, Business Continuity and Disaster Recovery experienceExperience with PSA, RMM and CRM platforms within an MSP environmentITIL, Microsoft certifications, 3CX, networking/security vendor certifications or ISO 9001/27001 knowledge would be advantageous Responsibilities: Lead, mentor and develop teams across Helpdesk, Field Services, Projects and Technical SpecialistsOwn day-to-day IT service delivery, ensuring SLA, KPI and customer service targets are achievedManage resource planning, workload, utilisation and capacity across BAU support and project deliveryAct as the senior escalation point for complex technical and service-related issuesReview service performance, customer satisfaction and operational metrics, driving improvements where requiredMaintain technical standards, documentation, change control and best practiceOversee customer technology projects, ensuring effective resourcing, handovers and deliverySupport technical pre-sales, including customer workshops, solution design, proposals and Statements of WorkDevelop structured training, certification and progression plans for the technical teamManage key technology suppliers and support technical and commercial decision-makingSupport compliance with ISO 9001, ISO 27001, Cyber Essentials and internal operational standardsDrive automation, standardisation and continuous improvement across IT operations Technologies: AzureCloudCRMSupportITILMicrosoft 365SecuritySharePointOffice 365 More:
We are a growing UK Managed Service Provider based in Worcester, offering a salary of £45,000 to £55,000 DOE plus benefits. Our benefits include 25 days holiday plus bank holidays, funded training and certifications, a pension scheme, charity leave and free on-site parking. This is a senior leadership role with genuine scope to influence how IT services are delivered across support, field services and project delivery. You will work closely with Sales, Service Delivery, Project Management and senior stakeholders in a modern, collaborative environment, with opportunities for clear career development, optional social events and the chance to help shape the future of IT service delivery.
last updated 34 week of 2026