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
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Team Leadership & Culture
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Lead, mentor, and develop a high performance Service Desk team aligned to company values.
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Create a culture of accountability, ownership, and collaboration.
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Provide regular one to ones, structured feedback, and tailored development plans.
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Recognise success and address performance challenges constructively.
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Ensure clear communication, trust, and shared purpose across the POD.
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Service Delivery Ownership
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Take full accountability for SLA performance, CSAT, service quality, and escalation management.
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Act as the primary escalation point for critical incidents and customer concerns.
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Ensure calm, confident, and structured handling of service challenges.
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Build strong, trust based customer relationships through regular engagement.
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Turn service issues into opportunities to strengthen long term partnerships.
Effortless Customer Experience is central to this role and means:
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Clear and proactive communication
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Strong ownership from first contact to resolution
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Minimal disruption to customers
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Consistent and predictable delivery
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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
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Operate effectively within an MSP model, balancing commercial pressure, contractual obligations, and customer expectations.
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Maintain oversight of ticket queues, workload prioritisation, and performance trends.
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Ensure smooth onboarding of new customers and seamless handover from Projects to Support.
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Drive root cause analysis and long term solutions rather than reactive fixes.
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Ensure governance, reporting, and system accuracy across all Service Desk tooling.
Performance, KPIs & Continuous Improvement
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Define and manage KPIs relating to SLA, CSAT, quality, productivity, and efficiency.
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Use data and insight to inform decision making and drive improvement.
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Identify process enhancements to reduce friction and increase consistency.
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Champion continual service improvement aligned to industry best practice.
Process, Technology & Innovation
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Review and optimise Service Desk processes to improve both efficiency and customer experience.
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Drive adoption of automation, tooling, and AI where appropriate.
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Stay informed on MSP market trends and emerging technologies.
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Challenge existing ways of working to identify smarter, simpler approaches.
Financial & Strategic Contribution
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Manage Team budget responsibly, supporting forecasting and financial planning.
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Ensure effective resource allocation to meet service and margin targets.
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Align team objectives with wider company strategy and long term growth plans.
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Contribute to department profitability through structured, commercially aware service delivery.
Main Tasks
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Lead and develop the team to achieve measurable performance improvements.
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Conduct regular one to ones, performance reviews, and tailored training plans.
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Own customer escalations and ensure transparent, structured problem management.
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Maintain cadence of customer meetings, reporting, and engagement.
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Monitor SLA performance and quality scores.
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Oversee onboarding and internal handovers between Sales, Projects, and Support.
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Collaborate with Professional Services, Business Development, and Leadership teams.
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Drive long term improvements in service consistency and customer satisfaction.
Measurable Outcomes
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Consistent achievement of SLA and quality targets.
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Improved CSAT and strengthened customer loyalty.
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Reduced customer churn through proactive service improvement.
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Demonstrable efficiency gains through process and AI adoption.
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Improved team performance through coaching and structured development.
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Delivery of departmental margin and financial targets.
Qualifications & Requirements
Essential
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Right to Work in the UK
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Full UK Driving License
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Willingness to attend customer sites where required
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Subject to security and pre employment checks including DBS, references.
Experience & Knowledge
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Minimum 2 years in a similar Service Desk / Pro Serv leadership role, 3 years desirable.
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Strong experience within an MSP environment.
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Proven experience developing and mentoring teams.
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Experience aligning team objectives to wider business strategy.
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Commercial awareness with exposure to budgeting and financial oversight.
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Experience using data to drive performance improvement.
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ITIL v4 certification desirable, or equivalent hands on service management experience.
Strong working knowledge of:
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Incident, Problem, and Change Management
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Continual Service Improvement frameworks
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MSP Service Desk tooling and KPI reporting
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Data driven service performance management
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.
