Technical Support Manager - Birmingham/Hybrid

As the Technical Support Manager, you will take ownership of day-to-day technical operations and act as the primary escalation point for complex issues, playing a key role in shaping the MSP's service offerings. Working closely with the Technical Director and Service Delivery Manager, you will ensure that clients receive a consistently high-quality service while helping the business evolve strategically., · Lead, mentor and develop Support Desk and Onsite Project teams.

· Oversee training, development plans and performance reviews.

· Set and monitor KPI's and SLA's to drive excellence.

· Foster a culture of collaboration, accountability and continuous improvement.

· Ensure effective workforce planning and scheduling.

Service Delivery

· Act as the senior technical escalation point for advanced support issues

· Oversee daily Support Desk and Project performance to maintain SLA targets

· Work closely with the Service Delivery Manager to uphold exceptional service

· Drive improvements in efficiency, first-time fix rates and client satisfaction.

· Build strong relationships with customers to support retention and growth.

Strategy

· Report directly to the Technical Director as part of the senior leadership team.

· Provide regular performance and service reports with actionable insights.

· Support strategic initiatives such as product development, technology adoption and service innovation.

· Analyse service trends and identify improvements to boost profitability and customer success.

A well established and fast-growing Managed Service Provider are on the market for a Technical Support Manager. This is a leadership role overseeing both the Support Desk and Onsite Project teams, driving excellence, performance and technical innovation. If you're a proven MSP leader who thrives on improving organisations, elevating customer experience and guiding technical teams this is the perfect opportunity!, · Formal qualifications such as ITIL or PRINCE2

· Experience presenting service and performance data to senior stakeholders

· Familiarity with other PSA and RMM platforms.

Essential Experience

· Proven background as a Technical Manager, IT Manager or similar MSP leadership role.

· Strong technical knowledge across Microsoft 365, Networking, Virtualisation, security services and Managed Services.

· Experience managing Support Desk teams or technical project teams.

· Demonstrated success improving operational processes and service efficiency.

· Strong diagnostic and problem-solving abilities.

· Experience acting as a senior technical escalation point.

· Solid understanding of MSP-focused cyber-security best practices.

If you're an MSP technical leader looking for your next step, we'd love to hear from you.