Full job description

Role: Technical Services Manager

Location: Middlewich, Cheshire

Package: £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

Responsibilities