Technical Service Manager — Lead MSP Support & Projects

The Virtual Recruiter; Worcester; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

25 days holiday

Free on-site parking

Charity days (2)

Job summary

The Virtual Recruiter is partnering with a Worcester-based MSP to recruit a Technical Service Manager. You will lead a multi-disciplinary team spanning Helpdesk, Field Service, Projects and Technical Specialists, driving service delivery excellence and continuous improvement across the organisation.

Key focus areas include resource planning, escalation management and customer satisfaction, with a strong emphasis on process optimisation, data-driven reporting and ISO/Cyber security compliance

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.
• 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.
• A full UK driving licence.

Responsibilities

• Lead, mentor and develop a team of Helpdesk, Field Service, Projects and Technical Specialists.
• Build a high-performance culture focused on accountability, professionalism, customer service and continuous improvement.
• Manage resource planning, utilisation, workload balancing and team capacity.
• Oversee technical recruitment, onboarding and succession planning.
• 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.
• Maintain and improve technical standards, documentation and best practices.

Skills

Leadership experience

Stakeholder management

Customer service orientation

Education

ITIL Foundation

3CX Certification

Tools

Microsoft 365

Azure Services

Exchange

Teams

SharePoint

Job description

The Virtual Recruiter is partnering with a Worcester-based MSP to recruit a Technical Service Manager. You will lead a multi-disciplinary team spanning Helpdesk, Field Service, Projects and Technical Specialists, driving service delivery excellence and continuous improvement across the organisation.

Key focus areas include resource planning, escalation management and customer satisfaction, with a strong emphasis on process optimisation, data-driven reporting and ISO/Cyber security compliance