Technical Service Leader — MSP IT & Projects

RGIT Australia; Worcester; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Free on-site parking

Company-funded training and certs

Career progression opportunities

Job summary

Spire Technology Group is seeking a Technical Service Manager to lead our technical and pre-sales operations, drive service excellence, and ensure successful delivery across the business. This senior role oversees technical teams, standards, and customer outcomes within a growing MSP environment.

You will manage day-to-day service delivery, project and change activities, and collaborate with sales for technically sound proposals while driving continuous improvement and automation initiatives.

Qualifications

• 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.
• 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

Responsibilities

• Lead, mentor and develop a team of Helpdesk, Field Service, Projects and Technical Specialists.
• Conduct regular 1:1s, performance reviews and development planning sessions.
• Build a high-performance culture focused on accountability and customer service.
• Manage resource planning, utilisation, workload balancing and team capacity.
• Identify skills gaps and implement structured training and certification plans.
• Oversee technical recruitment, onboarding and succession planning.

Skills

Leadership

People management

Service management

KPIs & SLAs

Stakeholder management

Tools

Microsoft 365

Exchange

Teams

SharePoint

Cloud technologies

Networking

Cyber Security

VoIP & UC

PSA/CRM/RMM

Job description

Spire Technology Group is seeking a Technical Service Manager to lead our technical and pre-sales operations, drive service excellence, and ensure successful delivery across the business. This senior role oversees technical teams, standards, and customer outcomes within a growing MSP environment.

You will manage day-to-day service delivery, project and change activities, and collaborate with sales for technically sound proposals while driving continuous improvement and automation initiatives.