Technical Services Lead

dataplanet; Cirencester; On-site; GBP 50,000 - 75,000; Full time

Benefits offered by this job

EMI share options

Job summary

dataplanet is a Microsoft-focused managed IT and cyber security provider serving UK businesses across various sectors. This senior role leads reactive service delivery alongside the Technical Director and builds the processes the desk runs on as we scale.

You'll own the day-to-day flow of tickets, triage, prioritize and resolve, while shaping automation and our Assurix trustmark practices to ensure security-led outcomes for clients.

Qualifications

• 3+ years in an MSP environment.

Responsibilities

• Own day-to-day service desk flow across tickets and requests.
• Define processes and automation to scale operations.
• Collaborate with Technical Director on trustmark and evidence gathering.
• Engage in projects and deployments with the team.
• Recruit, onboard and mentor junior engineers.

Skills

MSP experience

Microsoft 365

Entra ID

Intune

Networking basics

Backup & DR

Automation/runbooks

Security mindset

Clear communicator

Tools

Huntress

Veeam

Microsoft 365

Entra ID

Intune

Fortinet

Job description

dataplanet is a Microsoft-focused managed IT and cyber security provider working with UK businesses of 10 to 1,500 staff across professional services, engineering and regulated sectors. Our whole proposition is proof, not promises, security-led managed services with outcomes clients can measure. This role is central to making that true every day.

A senior role in a small, senior team, leading reactive service delivery alongside our Technical Director, and building the processes the desk runs on as we grow.

THE ROLE, TWO JOBS IN ONE

Run: You own the day-to-day flow of tickets, alerts and client requests, triage, prioritise, resolve or escape with full context, keeping response and resolution consistent across every managed client. You work alongside the Technical Director, not underneath a queue.

Build: You define the processes the desk runs on, automate repeat work so the same problem is never solved by hand twice, and sharpen our internal tooling as we scale. You'll also grow into the operational side of our live Assurix trustmark, starting with evidence gathering and mapping our practices to the monitored controls, building toward owning it as the processes mature.

WHAT YOU'LL DO

• Service desk ownership - triage, prioritise, resolve or escape with full context, keeping standards consistent across managed clients
• Tooling and optimisation - PSA and RMM hygiene, alert tuning across Huntress, Veeam and Microsoft 365, documentation standards, and automating repeat fixes
• Assurix trustmark - evidence gathering, mapping practices to the monitored control set, and keeping the live trustmark maintained
• Client communication - a confident point of contact for routine matters. Our clients are business owners and managers, not IT people, you can talk to both
• Problem management - spot recurring issues, feed them into problem management, and contribute findings to client business reviews
• Projects and deployments - alongside the desk, grow into our professional services work: migrations, deployments and client projects delivered with the Technical Director
• Team building - as the desk grows, help recruit, onboard and mentor first-line engineers, building the processes they'll follow

WHAT WE'RE ACTUALLY AFTER

• 3+ years in an MSP environment - you've lived the ticket queue and you know what good looks like
• Strong Microsoft 365, Entra ID and Intune, solid networking fundamentals, and a working understanding of backup and disaster recovery
• Evidence of improving something, not just working tickets - a runbook you wrote, a process you automated, an onboarding you redesigned. This is the one that matters most
• A security-first mindset - exposure to Cyber Essentials or similar frameworks is useful, the mindset is essential
• Comfortable being the process in a small business rather than following one someone else built
• A clear, honest communicator with a calm head when things break

OUR STACK

Microsoft 365, Huntress, Veeam, Fortinet, HPE, Rubrik. You don't need to know all of it on day one, but you should be excited to.

WHERE IT GOES

This isn't a job with a ceiling. As dataplanet grows, so does this role, and which way it grows is partly yours to choose:

• Grow and manage the service desk - build the team beneath you, own service delivery end to end
• Professional services - move deeper into project design and delivery: migrations, infrastructure and the technical work that sits above the desk
• Technical account management - own the technical relationship with our clients, leading their business reviews and roadmaps
• Pre-sales - shape solutions for new clients, translating what a business needs into what we deliver, alongside the commercial team

You don't have to know which today. The right person will try the work, find the direction that fits, and we'll build the role around it. EMI share options are on the table for someone who becomes part of where dataplanet is going.