Job Description:

IT Services Manager
 
Location: Worcester
Salary: £45,000 - £55,000 DOE + benefits
Benefits: 25 days' holiday + bank holidays, funded training and certifications, pension, charity leave and free on-site parking
 
Our client, a growing UK Managed Service Provider, is hiring an experienced IT Services Manager to lead its technical service operation across support, field services and project delivery.
 
This is a senior leadership position with genuine scope to influence how IT services are delivered. You'll develop the technical team, drive service standards, oversee customer projects and act as a senior technical and operational point of contact across the business.
 
What you'll do

• Lead, mentor and develop teams across Helpdesk, Field Services, Projects and Technical Specialists
• Own day-to-day IT service delivery, ensuring SLA, KPI and customer service targets are achieved
• Manage resource planning, workload, utilisation and capacity across BAU support and project delivery
• Act as the senior escalation point for complex technical and service-related issues
• Review service performance, customer satisfaction and operational metrics, driving improvements where required
• Maintain technical standards, documentation, change control and best practice
• Oversee customer technology projects, ensuring effective resourcing, handovers and delivery
• Support technical pre-sales, including customer workshops, solution design, proposals and Statements of Work
• Develop structured training, certification and progression plans for the technical team
• Manage key technology suppliers and support technical and commercial decision-making
• Support compliance with ISO 9001, ISO 27001, Cyber Essentials and internal operational standards
• Drive automation, standardisation and continuous improvement across IT operations

You'll work closely with Sales, Service Delivery, Project Management and senior stakeholders to ensure solutions are technically robust, commercially viable and deliverable.
 
Projects will cover areas including Microsoft 365, Azure and cloud migrations, networking and infrastructure, cyber security, VoIP/Unified Communications, connectivity and customer technology refresh programmes.
 
What we're looking for

• At least 3 years' leadership experience within a technical environment
• Proven experience managing technical support teams within an MSP
• Experience overseeing both BAU support operations and technical project delivery
• Strong understanding of service management, SLAs, KPIs and escalation processes
• Demonstrable experience improving processes, team performance and customer satisfaction
• Strong leadership, communication and stakeholder management skills
• Commercial awareness with a customer-focused approach
• Full UK driving licence

You'll also bring broad technical knowledge across areas such as:

• Microsoft 365, Exchange, Teams, SharePoint, Intune and Entra ID
• Microsoft Azure and cloud migration
• Networking, routing, switching, wireless and firewalls
• Cyber security technologies and best practice
• VoIP and Unified Communications
• Broadband, leased lines and connectivity
• Backup, Business Continuity and Disaster Recovery
• PSA, RMM and CRM platforms within an MSP environment

Experience with ITIL, Microsoft certifications, 3CX, networking/security vendor certifications or ISO 9001/27001 would be advantageous.
 
The ideal candidate will combine strong technical understanding with confident people leadership and commercial awareness. You'll enjoy developing teams, improving service delivery and taking ownership in a fast-paced MSP environment.
 
Why join?

• £45,000 - £55,000 salary, dependent on experience
• Company-funded professional training and technical certifications
• Clear career development and progression opportunities
• 25 days' annual leave plus bank holidays
• Up to 2 additional paid days for volunteering with a nominated charity
• Pension scheme
• Free on-site parking
• Modern working environment
• Optional social events and team activities
• Collaborative culture with the opportunity to influence the future of IT service delivery

Apply now to take ownership of IT service delivery within a growing MSP and help shape the next stage of its technical operation.