IT Services Leader – MSP Operations & Projects

IMT Resourcing Solutions; Worcester; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

25 days' holiday + bank holidays

Funded training and certifications

Pension

Charity leave

Free on-site parking

Job summary

IMT Resourcing Solutions in Worcester is seeking an experienced IT Services Manager to lead its technical service operation across support, field services and project delivery. You will develop the technical team, drive service standards and act as a senior point of contact.

The role requires at least 3 years' leadership within a technical MSP environment, strong knowledge of service management, SLAs and KPIs, and hands-on experience with Microsoft 365, Azure, networking and cyber security.

Qualifications

• At least 3 years' leadership experience within a technical environment.
• Proven experience managing technical support teams within an MSP.
• Experience overseeing both BAU and project delivery.
• Strong understanding of service management, SLAs, KPIs.
• Commercial awareness with a customer-focused approach.
• Full UK driving licence.

Responsibilities

• 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
• 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 ISO 9001, ISO 27001, Cyber Essentials and internal standards
• Drive automation, standardisation and continuous improvement across IT operations

Skills

Leadership

Service management

Customer focus

Stakeholder management

Resource planning

Mentoring

Tools

Microsoft 365

Azure

Networking

Cyber security

VoIP

Intune

Entra ID

Job description

IMT Resourcing Solutions in Worcester is seeking an experienced IT Services Manager to lead its technical service operation across support, field services and project delivery. You will develop the technical team, drive service standards and act as a senior point of contact.

The role requires at least 3 years' leadership within a technical MSP environment, strong knowledge of service management, SLAs and KPIs, and hands-on experience with Microsoft 365, Azure, networking and cyber security.