Technical Services Manager

Elevate Technology Group Ltd; Middlewich; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Performance Bonus

Contributory pension

Free parking

28 days annual leave

Company vehicles

Job summary

Elevate Technology Group Ltd in Middlewich is seeking an experienced Technical Services Manager to lead the technical team and own delivery of IT support, projects and managed services across the customer base.

This hands-on leadership role requires MSP knowledge, strong team management, service delivery oversight, and direct reporting to the Managing Director. You will drive improvements, manage resources and ensure high standards in all customer interactions.

Qualifications

• Experience in an MSP environment is essential.
• Proven ability to lead, mentor and manage technical engineers.
• Strong customer interaction and service delivery oversight.

Responsibilities

• Lead, manage and develop the technical team.
• Conduct regular appraisals and onboarding.
• Own service delivery and ensure SLA commitments.
• Allocate resources across support and projects.
• Monitor KPIs and implement improvements.
• Act as escalation point for complex issues.
• Provide hands-on escalated support when required.
• Maintain ticket quality and documentation.
• Lead technical discussions with customers on hardware/software and projects.
• Conduct customer reviews and present performance.
• Support pre-sales and post-sales activity.
• Plan recruitment and training with senior management.

Skills

MSP experience

Leadership

Customer engagement

Communication

Tools

Kaseya

Autotask

PSA

RMM

Job description

Role: Technical Services Manager

Location: Middlewich, Cheshire

Salary: £45,000 - 55,000 + £6,000 Performance Bonus plus Contributory pension, Free parking, 28 days annual leave (rising with service), Company Vehicles

We're looking for an experienced Technical Services Manager to join an established Managed Service Provider in Middlewich, taking ownership of its technical team and the delivery of IT support, projects and managed services across its customer base.

This is a hands-on leadership role for someone who understands how an MSP operates. You'll combine technical team management, service delivery, customer engagement and technical oversight, reporting directly to the Managing Director and playing a key role in developing the technical function.

The Role

You'll take ownership of day-to-day technical service delivery, ensuring customers receive a consistently high standard of support while making sure the technical team has the structure, resources and development needed to perform effectively.

Previous experience working within a Managed Service Provider (MSP) environment is essential.

Your responsibilities will include:

• Leading, managing and developing the technical team
• Conducting regular one-to-ones and appraisals, alongside recruitment and onboarding
• Taking ownership of service delivery and ensuring SLA commitments are achieved
• Allocating technical resources across support and project requirements
• Monitoring operational KPIs and implementing service improvements
• Acting as a senior escalation point for complex technical issues
• Providing hands-on escalated technical support when required
• Maintaining high standards across tickets, customer documentation and contract records
• Leading technical discussions with customers around hardware, software and IT projects
• Conducting customer reviews, presenting service performance and identifying areas for improvement
• Supporting technical pre-sales and post-sales activity
• Working with senior management to plan recruitment, training and future technical capability

You'll ideally have:

• Strong experience within an MSP or Managed IT Services environment
• Previous experience leading, mentoring or managing technical engineers
• A strong technical background across IT support and infrastructure
• Experience with managed service tools such as Kaseya, Autotask or equivalent
• Experience working with PSA, ticketing and RMM platforms
• A good understanding of SLAs, KPIs and service delivery within an MSP
• Confidence dealing directly with business owners and senior customer stakeholders
• Strong communication and presentation skills
• Experience managing technical escalations and customer expectations
• A full, clean UK driving licence
• Microsoft Modern Workplace, Azure, Cisco or similar vendor certifications would be advantageous, alongside previous exposure to commercial or GP-driven targets.

Why Apply?

This is a strong opportunity for an established Technical Services Manager, Technical Manager or IT Support Manager who wants genuine ownership of an MSP technical function.

It could also suit an experienced hands on Service Delivery Manager or senior MSP technical leader who already has responsibility for engineers, customers and service performance and is ready to step into broader management.

Keywords:

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