Customer it support manager Work, Jobs in Oundle, Nth (with Salaries)

Customer IT Support Manager
HBP Group —Peterborough
- £45,000 - £50,000 a year
- Full-time
- Management
- Mentoring
- Leadership
Quick apply
14d
Customer Account Manager
Trade Mastermind Limited —Peterborough
- £40,000 a year
- Full-time
- Salesforce
- Analysis skills
- In-person
Quick apply
23h
Customer Service Representative - Peterborough
Diligenta —Peterborough
- From £26,228 a year
- Full-time
- Microsoft Word
- Microsoft Excel
- Microsoft Office
- Annual leave
- Employee assistance programme
Quick apply
MSP Service Desk Manager
RedBrick IT Solutions Limited —Bourne
- £40,000 - £45,000 a year
- Full-time
- Azure
- Management
- Customer service
- Free parking
Quick apply
1d
Warranty Executive
Wings ŠKODA —Peterborough
- £21,000 - £45,000 a year
- Part-time
- Organisational skills
- In-person
Quick apply
3d
Field Auditor - East Midlands
BCA —Peterborough
- £30,000 a year
- Monday to Friday
- Driving
- Travel
- Organisational skills
- Employee assistance programme
- Employee discount
Quick apply
Project Delivery Manager
Anglian Water Services Ltd —Peterborough
- £57,145 a year
- Full-time
- Microsoft Office
- Project management
- IT
- Annual leave
Plant & Tool Hire Manager
Huws Gray Group —March
- Microsoft Excel
- Annual leave
- Employee discount
Data Governance Manager
Diligenta —Peterborough
- £61,029 - £76,286 a year
- Full-time
- Analysis skills
- Employee assistance programme
Quick apply
Nights Team Leader
Atlas Hotels —Peterborough
- £14.60 an hour
- Night shift
- Bar
- Customer service
- Hotel
- Employee discount
- Referral programme
Quick apply
4d
Digital Content Manager
Pico Technology —St. Neots
- Up to £50,000 a year
- Full-time
- Hybrid work
Quick apply
1d
IT Manager
Billing Finance —Northampton
- £50,000 - £55,000 a year
- Hybrid work
- IT
- Employee assistance programme
Business Analyst
Huntingdonshire District Council —Huntingdon
- £41,934 - £46,945 a year
- Full-time
- Hybrid work
- Project management
- No degree
- Business
- Flexitime
Senior BI Analyst
Lifeplus Europe Ltd —St. Neots
- Monday to Friday
- Hybrid work
- Customer service
- Employee assistance programme
- Employee discount
Quick apply
22h
Support Analyst
CEVALogistics —Kettering
- Full-time
- Microsoft Word
- Microsoft Excel
- Microsoft Access
- Annual leave
11d
Regional Manager
Pickerings Lifts —Saint Ives
- Full-time
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Free parking
- Annual leave
Quick apply
Operation Lead
Amazon UK Services Ltd. —Peterborough
- Full-time
- Microsoft Word
- Hospitality
- Microsoft Outlook
Group Reporting and Central Costs Manager
ABAgri —Peterborough
- From £60,000 a year
- Hybrid work
- Management
- ERP systems
- Communication skills
23h
Sales Operations Manager
HBP Group —Peterborough
- £40,000 - £45,000 a year
- Full-time
- CRM software
- Sales
- Business development
Quick apply
9d
Lead Facilities Manager
Anglian Water Services Ltd —Peterborough
- Part-time
- Management
- Contracts
- Communication skills
- Annual leave
- Work from home
12d

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Customer IT Support Manager

HBP Group -
Peterborough

Quick apply

Job details

Full-time
£45,000 - £50,000 a year
14 days ago

Qualifications

ITIL Certification
Driving Licence
Management
Mentoring
Root cause analysis
Leadership

Full job description

Job Advert

The Role

As a Customer IT Support Manager, you will take full leadership and accountability for a Service Desk / Pro Serv POD within a Managed Service Provider environment.

You will be responsible for end-to-end service performance, customer experience, team development, and operational excellence. Your core purpose is to ensure customers receive an effortless, reliable, and high quality support experience while leading and developing a high performing team of engineers.

This is a leadership role that blends people management, service ownership, financial awareness, and strategic contribution. You will ensure the Team operates as a trusted, structured, and customer centric function aligned to business growth.

What You Will Work On

Team Leadership & Culture
Lead, mentor, and develop a high performance Service Desk team aligned to company values.
Create a culture of accountability, ownership, and collaboration.
Provide regular one to ones, structured feedback, and tailored development plans.
Recognise success and address performance challenges constructively.
Ensure clear communication, trust, and shared purpose across the POD.
Service Delivery Ownership
Take full accountability for SLA performance, CSAT, service quality, and escalation management.
Act as the primary escalation point for critical incidents and customer concerns.
Ensure calm, confident, and structured handling of service challenges.
Build strong, trust based customer relationships through regular engagement.
Turn service issues into opportunities to strengthen long term partnerships.

Effortless Customer Experience is central to this role and means:

Clear and proactive communication
Strong ownership from first contact to resolution
Minimal disruption to customers
Consistent and predictable delivery
Structured, professional escalation handling

You will embed this mindset into the team’s culture and processes so service quality is consistent and not dependent on individuals.

MSP Operational Excellence

Operate effectively within an MSP model, balancing commercial pressure, contractual obligations, and customer expectations.
Maintain oversight of ticket queues, workload prioritisation, and performance trends.
Ensure smooth onboarding of new customers and seamless handover from Projects to Support.
Drive root cause analysis and long term solutions rather than reactive fixes.
Ensure governance, reporting, and system accuracy across all Service Desk tooling.

Performance, KPIs & Continuous Improvement

Define and manage KPIs relating to SLA, CSAT, quality, productivity, and efficiency.
Use data and insight to inform decision making and drive improvement.
Identify process enhancements to reduce friction and increase consistency.
Champion continual service improvement aligned to industry best practice.

Process, Technology & Innovation

Review and optimise Service Desk processes to improve both efficiency and customer experience.
Drive adoption of automation, tooling, and AI where appropriate.
Stay informed on MSP market trends and emerging technologies.
Challenge existing ways of working to identify smarter, simpler approaches.

Financial & Strategic Contribution

Manage Team budget responsibly, supporting forecasting and financial planning.
Ensure effective resource allocation to meet service and margin targets.
Align team objectives with wider company strategy and long term growth plans.
Contribute to department profitability through structured, commercially aware service delivery.

Main Tasks

Lead and develop the team to achieve measurable performance improvements.
Conduct regular one to ones, performance reviews, and tailored training plans.
Own customer escalations and ensure transparent, structured problem management.
Maintain cadence of customer meetings, reporting, and engagement.
Monitor SLA performance and quality scores.
Oversee onboarding and internal handovers between Sales, Projects, and Support.
Collaborate with Professional Services, Business Development, and Leadership teams.
Drive long term improvements in service consistency and customer satisfaction.

Measurable Outcomes

Consistent achievement of SLA and quality targets.
Improved CSAT and strengthened customer loyalty.
Reduced customer churn through proactive service improvement.
Demonstrable efficiency gains through process and AI adoption.
Improved team performance through coaching and structured development.
Delivery of departmental margin and financial targets.

Qualifications & Requirements

Essential

Right to Work in the UK
Full UK Driving License
Willingness to attend customer sites where required
Subject to security and pre employment checks including DBS, references.

Experience & Knowledge

Minimum 2 years in a similar Service Desk / Pro Serv leadership role, 3 years desirable.
Strong experience within an MSP environment.
Proven experience developing and mentoring teams.
Experience aligning team objectives to wider business strategy.
Commercial awareness with exposure to budgeting and financial oversight.
Experience using data to drive performance improvement.
ITIL v4 certification desirable, or equivalent hands on service management experience.

Strong working knowledge of:

Incident, Problem, and Change Management
Continual Service Improvement frameworks
MSP Service Desk tooling and KPI reporting
Data driven service performance management

Apply Now

If this sounds like the kind of role you’ve been looking for, apply today.

Closing Date: 24th July 2026

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.
Due to the high number of applications, we thank all applicants for their interest; however, only those selected for an interview will be contacted.

Quick apply

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