Customer it support manager Work, Jobs in Peterborough, Eng (with Salaries)

Customer IT Support Manager
HBP Group —Peterborough
- £45,000 - £50,000 a year
- Full-time
- Management
- Mentoring
- Leadership
Quick apply
22h
Customer Account Manager
Trade Mastermind Limited —Peterborough
- £40,000 a year
- Full-time
- Salesforce
- Analysis skills
- In-person
Quick apply
4d
Operation Lead
Amazon UK Services Ltd. —Peterborough
- Full-time
- Microsoft Word
- Hospitality
- Microsoft Outlook
8d
Data Governance Manager
Diligenta —Peterborough
- £61,029 - £76,286 a year
- Full-time
- Analysis skills
- Employee assistance programme
Quick apply
Customer Experience Manager
Microbyte Solutions Ltd —Peterborough
- £30,000 - £40,000 a year
- Full-time
- IT
- Leadership
Quick apply
Project Delivery Manager
Anglian Water Services Ltd —Peterborough
- £57,145 a year
- Full-time
- Microsoft Office
- Project management
- IT
- Annual leave
Operations Manager
Amazon UK Services Ltd. —Peterborough
- Full-time
- Microsoft Word
- Microsoft Outlook
- Management
Data Delivery Manager
Compare the Market —Peterborough
- Hybrid work
- Agile
- AI
Quick apply
22h
Retail Sales Advisor - Peterborough
Oak Furnitureland —Peterborough
- £47,000 - £50,119 a year
- Full-time
- Sales
- Retail sales
- Free parking
- Employee assistance programme
10d
Delivery Assurance Manager
Anglian Water Services Ltd —Peterborough
- £60,000 a year
- Full-time
- Travel
- IT
- Communication skills
- Annual leave
1d
IT Manager
Worldwide Fruit Ltd —Spalding
- Monday to Friday
- Continuous improvement
- Mentoring
- IT
Quick apply
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
Lead Manager Nights - Peterborough Extra
Tesco UK —Peterborough
- Full-time
- Leadership
- Employee discount
14d
Field Auditor - East Midlands
BCA —Peterborough
- £30,000 a year
- Monday to Friday
- Driving
- Travel
- Organisational skills
- Employee assistance programme
- Employee discount
Quick apply
2d
Multi Drop Delivery Driver - Days
Krispy Kreme —Peterborough
- £29,816 a year
- Full-time
- Driving
- Commercial driving
- Time management
- Employee discount
Quick apply
Assistant Manager
Farmfoods —Peterborough
- £31,449.00 - £35,306.88 a year
- Weekend availability
- Management
- Annual leave
- Employee discount
Quick apply
5d
Sales - Sales Advisor - UK Peterborough Serpentine Green - Hampton
New Look —Peterborough
- Part-time
- Microsoft Word
6d
Campaign Manager
Juniper Education —Peterborough
- £40,000 a year
- Remote
- Analysis skills
- Communication skills
- School
- Annual leave
- Sick pay
1d
Subscription and Audience Growth manager
Hothouse Media —Wellingborough
- £40,000 - £50,000 a year
- Full-time
- Hybrid work
- Google Suite
- Project management
- Bachelor's degree
- Free parking
- Health & wellbeing programme
Quick apply
10d
Trading Manager
Morrisons —Peterborough
- Hospitality
- Team management
- Employee discount
Quick apply

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Customer IT Support Manager

HBP Group -
Peterborough

Quick apply

Job details

Full-time
£45,000 - £50,000 a year
22 hours 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

Refine Your Search

customer it support manager jobs in peterborough, eng

Customer IT Support Manager

Customer Account Manager

Operation Lead

Data Governance Manager

Customer Experience Manager

Project Delivery Manager

Operations Manager

Data Delivery Manager

Retail Sales Advisor - Peterborough

Delivery Assurance Manager

IT Manager

Customer Service Representative - Peterborough

Lead Manager Nights - Peterborough Extra

Field Auditor - East Midlands

Multi Drop Delivery Driver - Days

Assistant Manager

Sales - Sales Advisor - UK Peterborough Serpentine Green - Hampton

Campaign Manager

Subscription and Audience Growth manager

Trading Manager

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