MSP Service Delivery Lead - Tech & Projects

Brampton Recruitment Ltd; Middlewich; On-site; GBP 45,000 - 55,000; Full time

Job summary

Brampton Recruitment Ltd is seeking an experienced IT Manager to take overall responsibility for the delivery of IT support, projects and managed services to business customers. You will lead and develop a technical team, recruit, onboard, train and conduct appraisals while allocating resources to ensure projects and services meet requirements.

You will monitor SLAs, KPIs and service performance, engage with senior stakeholders, support sales discussions, and drive continuous improvement.

Qualifications

• Proven experience in an MSP environment.
• Experience using managed service tools such as Kaseya, Autotask or equivalent.
• Strong communication and presentation skills to engage with owners and senior stakeholders.
• Proven experience recruiting, managing and developing a technical team.
• Full, clean UK driving licence.
• Experience with ticketing/PSA platforms and RMM integrations is desirable.
• Additional vendor certifications such as Microsoft Modern Workplace, Azure or Cisco are desirable.
• Commercial experience with gross profit or target-driven bonus structures would be advantageous.

Responsibilities

• Take overall responsibility for delivery of IT support, projects and managed services to business customers.
• Lead, manage and develop the technical team, including recruitment, onboarding, training, one-to-ones and appraisals.
• Allocate and schedule technical resources to meet operational and project requirements.
• Monitor service delivery and ensure SLAs and targets are met.
• Monitor KPIs and identify opportunities for continuous improvement.
• Maintain customer documentation, service tickets and contract records.
• Build relationships with customers and act as key technical contact for senior stakeholders.
• Lead technical discussions during sales, supporting hardware, software and project requirements.
• Conduct regular customer reviews and present service performance.
• Act as escalation point for complex issues and provide hands-on support when required.
• Maintain understanding of technologies and services supported by the business.
• Help develop and maintain technical standards, processes and documentation.
• Plan future resource requirements, recruitment and staff training with senior management.
• Promote a collaborative, professional, customer-focused culture within the technical team.

Skills

MSP experience

Communication skills

Recruitment

Team management

Presentations

Gross profit awareness

Kaseya

Autotask

RMM integrations

Tools

Kaseya

Autotask

RMM

PSA platforms

Job description

Brampton Recruitment Ltd is seeking an experienced IT Manager to take overall responsibility for the delivery of IT support, projects and managed services to business customers. You will lead and develop a technical team, recruit, onboard, train and conduct appraisals while allocating resources to ensure projects and services meet requirements.

You will monitor SLAs, KPIs and service performance, engage with senior stakeholders, support sales discussions, and drive continuous improvement.