Technical Support Manager - (MSP Experience Essential) Birmingham

Arden Resourcing; United Kingdom; On-site; GBP 55,000 - 65,000; Full time

Job summary

A leading Managed Service Provider in the UK is seeking a Technical Support Manager to oversee the Support Desk and Onsite Project teams. This leadership role focuses on driving performance and customer satisfaction by implementing strategic operational improvements. Ideal candidates should have experience in an MSP environment and possess strong technical expertise in areas such as Microsoft 365, networking, and cybersecurity. The position offers a salary between £55,000 and £65,000, alongside additional benefits.

Qualifications

• Proven background as a Technical Manager, IT Manager, or similar leadership role.
• Strong technical knowledge in Managed Services and cybersecurity practices.
• Experience in presenting service and performance data to senior stakeholders.

Responsibilities

• Lead, mentor and develop Support Desk and Onsite Project teams.
• Oversee daily Support Desk performance to maintain SLA targets.
• Provide regular performance and service reports with actionable insights.

Skills

Technical knowledge across Microsoft 365

Networking

Virtualisation

Strong diagnostic and problem-solving abilities

Experience managing Support Desk teams

Education

Formal qualifications such as ITIL or PRINCE2

Tools

PSA and RMM platforms

Job description

Technical Support Manager – (MSP Experience Essential)

£55,000‑£65,000 plus benefits

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.

Strategy

• 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.

Desirable

• Formal qualifications such as ITIL or PRINCE2.
• Experience presenting service and performance data to senior stakeholders.
• Familiarity with other PSA and RMM platforms.

Essential Experience

• 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