Technical Support Manager – (MSP Experience Essential) Birmingham

Arden Resourcing Limited; Birmingham; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading Managed Service Provider in Birmingham seeks a Technical Support Manager to oversee the Support Desk and Project teams. This role requires strong leadership and technical skills, with a focus on improving customer experience and operational efficiency. The ideal candidate has experience in a similar MSP leadership role, knowledge of ITIL or PRINCE2, and familiarity with Microsoft 365 and other technical platforms. Apply today for a chance to contribute to a growing company!

Qualifications

• Formal qualifications such as ITIL or PRINCE2.
• Proven background as a Technical Manager in an MSP environment.
• Strong technical knowledge across various IT services.

Responsibilities

• Lead and develop Support Desk and Onsite Project teams.
• Act as a senior technical escalation point for advanced support issues.
• Drive improvements in client satisfaction and operational processes.

Skills

Leadership Skills

Technical Problem-Solving

Communication Skills

Project Management

Customer Relationship Management

Education

ITIL certification

PRINCE2 certification

Tools

Microsoft 365

Networking

Virtualisation

Job description

Technical Support Manager – (MSP Experience Essential) Birmingham

A well established and fast-growing Managed Service Provider are on the market for a Technical Support Manager. This is a leadership role overseeing both the Support Desk and Onsite Project teams, driving excellence, performance and technical innovation. If you’re a proven MSP leader who thrives on improving organisations, elevating customer experience and guiding technical teams this is the perfect opportunity!

The Role

As the Technical Support Manager, you will take ownership of day-to-day technical operations and act as the primary escalation point for complex issues, playing a key role in shaping the MSP’s service offerings. Working closely with the Technical Director and Service Delivery Manager, you will ensure that clients receive a consistently high-quality service while helping the business evolve strategically.

Key Responsibilities

• Lead, mentor and develop Support Desk and Onsite Project teams.
• Oversee training, development plans and performance reviews.
• Set and monitor KPI’s and SLA’s to drive excellence.
• Foster a culture of collaboration, accountability and continuous improvement.
• Ensure effective workforce planning and scheduling.

Service Delivery

• Act as the senior technical escalation point for advanced support issues.
• Oversee daily Support Desk and Project performance to maintain SLA targets.
• Work closely with the Service Delivery Manager to uphold exceptional service.
• Drive improvements in efficiency, first-time fix rates and client satisfaction.
• Build strong relationships with customers to support retention and growth.
• Report directly to the Technical Director as part of the senior leadership team.
• Provide regular performance and service reports with actionable insights.
• Support strategic initiatives such as product development, technology adoption and service innovation.
• Analyse service trends and identify improvements to boost profitability and customer success.

Qualifications

• Formal qualifications such as ITIL or PRINCE2.
• Experience presenting service and performance data to senior stakeholders.
• Familiarity with other PSA and RMM platforms.
• Proven background as a Technical Manager, IT Manager or similar MSP leadership role.
• Strong technical knowledge across Microsoft 365, Networking, Virtualisation, security services and Managed Services.
• Experience managing Support Desk teams or technical project teams.
• Demonstrated success improving operational processes and service efficiency.
• Strong diagnostic and problem-solving abilities.
• Experience acting as a senior technical escalation point.
• Solid understanding of MSP-focused cyber-security best practices.

If you’re an MSP technical leader looking for your next step, we’d love to hear from you.

Apply today or contact Arden Resourcing for a confidential discussion.