Role Overview
The IT & Telecoms MSP Engineer Manager will lead and develop the engineering team, ensuring high‑quality technical service delivery across IT, telecoms, connectivity, and cloud platforms.
The successful candidate will have progressed from hands‑on engineering into leadership, maintaining strong technical competence across infrastructure, telephony, modern workplace cloud technologies, and MSP tooling.
They will combine excellent customer service, technical oversight, and people management to drive continual improvement across the technical function.
Key Responsibilities
Leadership & Management
- Lead, coach, mentor, and develop engineers across helpdesk, field, and project functions.
- Conduct 1:1 meetings, performance reviews, and ongoing competency assessments.
- Ensure apprentices are actively engaged, supported, and given a clear pathway for learning, development, and wellbeing within the team.
- Manage scheduling, resource alignment, holiday planning and out‑of‑hours rotas.
- Promote a positive, accountable, high‑performance culture.
- Ensure high standards of documentation, communication, and customer experience.
- Drive continuous service improvement and operational efficiency.
Technical Oversight & Escalation
- Act as the senior technical escalation point for complex IT, telecoms, cloud, and network issues.
- Oversee RMM dashboards, patching, AV, alerts, automation and compliance‑related maintenance.
- Ensure best practice configuration, security, and lifecycle management of all client systems.
- Support the standardisation of processes, technical documentation, and engineering workflows.
Project Delivery
- Deliver and oversee IT and telephony projects, including:
- Microsoft 365 migrations and modern workplace deployments
- Intune and CIPP onboarding, policies, and automation
- Hosted and on‑premises telephony systems
- Connectivity installations (FTTC, FTTP, leased lines, SIP circuits)
- Server upgrades, virtualisation deployments, hybrid environments
- Network installations (firewalls, routers, switches, WiFi APs)
- Manage project scopes, timelines, resources, dependencies and successful completion.
Technical Experience Requirements
IT Infrastructure & Systems
- Experience with Windows Server administration (on‑prem, hybrid, virtual).
- Virtualisation technologies: Hyper‑V, VMware.
- Backup solutions: e.g., Veeam, Datto, Acronis.
- Domain hosting, web hosting and platform management (cPanel/Plesk).
- Strong DNS understanding: A, MX, CNAME, TXT, SPF, DKIM, DMARC.
Microsoft Cloud / Modern Workplace
- M365 portal administration: user provisioning, policies, licensing and security.
- Strong understanding of Teams, SharePoint and OneDrive.
- Microsoft licensing knowledge and experience managing tenant configurations.
- Endpoint Manager / Intune device management.
- Exposure to CIPP or similar MSP automation frameworks.
- Familiarity with Microsoft Copilot and AI‑assisted productivity tools.
Telephony & Unified Communications
- Experience with both on‑premises and hosted telephony systems.
- Understanding of SIP trunks, call routing, PBX platforms and principles.
- Experience with Teams Phone, call queues, auto attendants.
- Hands‑on knowledge of VoIP deployments and troubleshooting.
Networking & Connectivity
- Experience with business connectivity services: FTTC, FTTP, leased lines, SIP circuits.
- Skilled with network devices such as:
- SonicWALL & Watchguard firewalls
- UniFi networking
- Netgear Switches
- Managed switches, routers, and security appliances
- Strong understanding of VLANs, routing, firewalling, NAT, subnetting.
- Experience with Wi‑Fi infrastructure (APs, controllers, heatmapping, diagnostics).
MSP Tooling & Device Management
- Experience with RMM platforms (monitoring, patching, AV, automation).
- Microsoft ticketing system.
- Antivirus/EDR platforms and security tooling.
- Software deployment, remote management and automation at scale.
- Exposure to:
- Email signature software (e.g., Exclaimer)
- Mail protection/security tools
- Password Protection
Customer & Operational Responsibilities
- Attend client meetings and provide senior technical guidance.
- Support account management through service improvement and solution recommendations.
- Assist with vendor management, procurement and license renewals.
- Promote cyber security best practices and ensure compliance.
- Contribute to continual assessment and refinement of service quality, delivery, SLAs, and internal processes.
Essential Skills & Personal Qualities
- Excellent communication, leadership and team‑building skills.
- Strong customer‑first mindset.
- Highly organised, calm under pressure, and able to prioritise effectively.
- Strong documentation and process‑driven approach.
- Desire to stay current with evolving technology and MSP best practice.
Desirable Qualifications
- Microsoft certifications
- Network certifications
- Telecom platform accreditations
Pay: £35,000.00-£40,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Free parking
- On-site parking
Work Location: In person
