Technical Service Manager

RGIT Australia

Worcester

On-site

GBP 45,000 - 60,000

Full time

34 hours ago

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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

Worcester, WestMidlands WR1, United Kingdom

Full-time Permanent Entry Level

Posted 29 Jul 2026

Description

Job Summary

Location:Worcester

Job Type:Full-Time, Permanent

About Spire Technology Group

Spire Technology Group is a leading Managed Service Provider delivering IT Support, Cyber Security, Unified Communications, Connectivity, Cloud and Software Development Services to businesses throughout the UK. As we continue to grow, we are seeking an experienced Technical Service Manager to lead our technical and pre-sales operations, develop our people, drive service excellence, and ensure the successful delivery of support and project services across the business. This is a senior leadership role responsible for managing technical teams, overseeing service delivery, supporting pre-sales activities, owning technical standards and processes, and ensuring that customer expectations are exceeded.

About You

Do you thrive on solving technical challenges, supporting a wide range of clients, and leading a talented team in a fast-paced environment? Maybe you’re feeling a bit stuck in your current role. Perhaps progression opportunities have dried up, promises haven’t quite materialised, or you feel your ideas and expertise aren’t getting the recognition they deserve. It could be that you’re looking for stronger leadership, better support, or simply a fresh challenge where you can make a real impact. Whatever your reason for looking, we’d love to hear from you. If you’re passionate about technology, enjoy helping people succeed, think proactively, and take pride in delivering outstanding customer service, then this could be the opportunity you’ve been waiting for. Join a growing, ambitious team where your experience, ideas, and leadership can genuinely shape the future of our technical services team and the wider business. Sound like you? We’d love to have a conversation.

Key Responsibilities

Leadership & Team Management

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, professionalism, customer service and continuous improvement.
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.

Service Delivery & Operations

Take ownership of day-to-day service delivery across the Support Desk, Field Services and Technical Teams.
Manage service performance against SLA and KPI targets.
Act as the senior escalation point for technical and service-related issues.
Review Helpdesk metrics, team performance and customer satisfaction levels.
Produce and present daily, weekly and monthly operational reports.
Drive service improvement initiatives and operational efficiencies.
Ensure effective ticket ownership, escalation management and incident resolution.

Technical Governance & Standards

Maintain and improve technical standards, documentation and best practices.
Ensure accurate documentation of customer environments, procedures and solutions.
Own technical change control processes and risk management activities.
Ensure consistency and quality across all technical work delivered by the team.
Drive adoption of automation, standardisation and process improvements.

Project Delivery

Oversee the successful delivery of customer IT, Telecoms and Connectivity projects.
Work closely with Project Managers, Service Delivery and Sales teams to ensure projects are delivered on time and within scope.
Manage technical resource allocation across BAU support and projects.
Ensure smooth customer onboarding, project handovers and project close-out processes.
Oversee billing validation, project documentation and customer acceptance procedures.

Projects may include:

Microsoft 365 migrations and deployments
Network and infrastructure upgrades
Cyber Security implementations
VoIP and Unified Communications deployments
Leased Line, Broadband and Connectivity installations
Cloud migration projects
Customer onboarding and technology refresh programmes

Technical Pre-Sales & Customer Engagement

Support customer meetings, technical workshops and solution design sessions.
Review and approve technical proposals, quotations and Statements of Work.
Ensure solutions are technically sound, commercially viable and deliverable.
Assist the Sales team in identifying opportunities for customer improvement and growth.
Build and maintain strong relationships with key customers, suppliers and technology partners.
Manage strategic relationships with suppliers and vendors.
Oversee supplier performance and escalation processes.
Maintain awareness of contract renewals, licensing requirements and service commitments.
Support commercial decision-making through technical and supplier expertise.

Compliance & Continuous Improvement

Support compliance with ISO 9001, ISO 27001, Cyber Essentials and internal operational standards.
Ensure processes align with business objectives and customer requirements.
Drive continual improvement initiatives across the organisation.
Support internal audits, accreditation renewals and policy reviews.

To Be Successful You Will Have

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.
A 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

Technical Requirements

The successful candidate should have strong knowledge of: