Location: Worcester
Job Type: Full-Time, Permanent
Salary: £45,000 – £55,000 DOE + Benefits
Spire Technology Group is a leading Managed Service Provider delivering IT Support, Cyber Security, Unified Communications, Connectivity, Cloud and Software Development Services to businesses throughout the UK. As we continue to grow, we are seeking an experienced Technical Service Manager to lead our technical and pre-sales operations, develop our people, drive service excellence, and ensure the successful delivery of support and project services across the business. This is a senior leadership role responsible for managing technical teams, overseeing service delivery, supporting pre-sales activities, owning technical standards and processes, and ensuring that customer expectations are exceeded.
Do you thrive on solving technical challenges, supporting a wide range of clients, and leading a talented team in a fast-paced environment? Maybe you’re feeling a bit stuck in your current role. Perhaps progression opportunities have dried up, promises haven’t quite materialised, or you feel your ideas and expertise aren’t getting the recognition they deserve. It could be that you’re looking for stronger leadership, better support, or simply a fresh challenge where you can make a real impact. Whatever your reason for looking, we’d love to hear from you. If you’re passionate about technology, enjoy helping people succeed, think proactively, and take pride in delivering outstanding customer service, then this could be the opportunity you’ve been waiting for. Join a growing, ambitious team where your experience, ideas, and leadership can genuinely shape the future of our technical services team and the wider business. Sound like you? We’d love to have a conversation.
- Lead, mentor and develop a team of Helpdesk, Field Service, Projects and Technical Specialists.
- Conduct regular 1:1s, performance reviews and development planning sessions.
- Build a high-performance culture focused on accountability, professionalism, customer service and continuous improvement.
- Manage resource planning, utilisation, workload balancing and team capacity.
- Identify skills gaps and implement structured training and certification plans.
- Oversee technical recruitment, onboarding and succession planning.
- Take ownership of day-to-day service delivery across the Support Desk, Field Services and Technical Teams.
- Manage service performance against SLA and KPI targets.
- Act as the senior escalation point for technical and service-related issues.
- Review Helpdesk metrics, team performance and customer satisfaction levels.
- Produce and present daily, weekly and monthly operational reports.
- Drive service improvement initiatives and operational efficiencies.
- Ensure effective ticket ownership, escalation management and incident resolution.
- Maintain and improve technical standards, documentation and best practices.
- Ensure accurate documentation of customer environments, procedures and solutions.
- Own technical change control processes and risk management activities.
- Ensure consistency and quality across all technical work delivered by the team.
- Drive adoption of automation, standardisation and process improvements.
- Oversee the successful delivery of customer IT, Telecoms and Connectivity projects.
- Work closely with Project Managers, Service Delivery and Sales teams to ensure projects are delivered on time and within scope.
- Manage technical resource allocation across BAU support and projects.
- Ensure smooth customer onboarding, project handovers and project close-out processes.
- Oversee billing validation, project documentation and customer acceptance procedures.
Projects may include:
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Microsoft 365 migrations and deployments
- Network and infrastructure upgrades
- Cyber Security implementations
- VoIP and Unified Communications deployments
- Leased Line, Broadband and Connectivity installations
- Cloud migration projects
- Customer onboarding and technology refresh programmes
- Support customer meetings, technical workshops and solution design sessions.
- Review and approve technical proposals, quotations and Statements of Work.
- Ensure solutions are technically sound, commercially viable and deliverable.
- Assist the Sales team in identifying opportunities for customer improvement and growth.
- Build and maintain strong relationships with key customers, suppliers and technology partners.
- Manage strategic relationships with suppliers and vendors.
- Oversee supplier performance and escalation processes.
- Maintain awareness of contract renewals, licensing requirements and service commitments.
- Support commercial decision-making through technical and supplier expertise.
- Support compliance with ISO 9001, ISO 27001, Cyber Essentials and internal operational standards.
- Ensure processes align with business objectives and customer requirements.
- Drive continual improvement initiatives across the organisation.
- Support internal audits, accreditation renewals and policy reviews.
- A minimum of 3 years of leadership experience in a technical role.
- Proven experience managing technical support teams within an MSP environment.
- Experience overseeing both customer support operations and project delivery.
- A strong understanding of service management principles, KPIs and SLA management.
- Demonstrable experience improving processes, team performance and customer satisfaction.
- Excellent leadership, communication and stakeholder management skills.
- Strong commercial awareness and customer-focused approach.
- A full UK driving licence
The successful candidate should have strong knowledge of:
-
Microsoft 365 ecosystem
- Exchange
- Microsoft Teams
- SharePoint
- Microsoft Intune
- Microsoft Entra ID
- Azure Services
- Cloud technologies and experience with on-prem to cloud migrations
- Networking technologies including routing, switching, wireless and firewalls
- Cyber Security technologies and best practices
- VoIP and Unified Communications platforms
- Broadband, Leased Line and Connectivity services
- Backup, Business Continuity and Disaster Recovery solutions
- CRM, PSA and RMM platforms used within MSP environments
- 3CX Certification or extensive 3CX experience
- ITIL Foundation or higher
- Ubiquiti, SonicWall or other leading vendor certifications
- Microsoft Technical Certifications
- ISO 9001 and ISO 27001 experience
- Competitive salary from £45k per annum based on your previous experience
- Market leading, company-funded training courses and certifications
- Career progression opportunities
- 25 days holiday plus bank holidays
- Optional 2 further paid days leave working in your nominated charity of choice
- Pension scheme
- Free on-site parking
- Engage in optional social events and team-building trips
- Modern office environment that promotes enjoyment and productivity
- A collaborative, team-oriented culture where everyone strives for excellence
Please visit http://www.spiretechgroup.com for more information
