IT MSP Manager (Senior IT Engineer & Service Lead)
Role details
Job location
Tech stack
Job description
We are seeking an experienced and driven IT MSP Manager to lead the day-to-day operations of our Managed Service Provider (MSP) business. This is a senior, hands-on role combining technical expertise, service delivery leadership, customer relationship management, and business development.
As the most senior IT engineer within the MSP function, you will take ownership of service performance, customer satisfaction, and the continued growth of our managed services offering.
This role is ideal for someone who thrives in a fast-paced environment, enjoys working directly with customers, and wants to shape the future direction of an MSP business.
Key Responsibilities
Service Operations & Technical Leadership
- Act as the senior escalation point for complex IT support and infrastructure issues
- Lead and manage the daily operations of the MSP service desk and support function
- Ensure delivery of services in line with SLAs, KPIs, and customer expectations
- Maintain and improve internal processes, documentation, and service workflows
- Oversee proactive monitoring, patching, backup management, and security best practice
Customer Relationship Management
- Serve as the primary point of contact for key managed service customers
- Build strong, long-term relationships with stakeholders and decision-makers
- Lead regular service review meetings and ensure customer satisfaction
- Identify opportunities to enhance customer environments and service adoption
Business Development & Growth
- Support the growth of the MSP business through upselling and new customer acquisition
- Work closely with leadership to develop service offerings, pricing, and strategy
- Identify new opportunities within existing accounts and the wider market
- Contribute to proposals, technical scoping, and onboarding of new clients
Team & Service Management
- Provide mentorship and leadership to junior engineers and support staff
- Help recruit, train, and develop the MSP technical team as the business scales
- Drive a culture of accountability, professionalism, and continuous improvement
Requirements
Do you have experience in VPN?, * Proven experience in a senior IT support or MSP engineering role
- Strong technical knowledge across:
- Microsoft 365 and Azure
- Windows Server environments
- Networking (firewalls, VPNs, switches, Wi-Fi)
- Endpoint management and security solutions
- Backup and disaster recovery systems
- Experience managing service delivery in an MSP environment
- Strong customer-facing and stakeholder management skills
- Commercial awareness and confidence contributing to business growth
- Excellent organisational skills with the ability to manage competing priorities
Desirable Experience
- Previous experience managing an MSP team or service desk
- Knowledge of ITIL frameworks and service management best practice
- Experience with PSA/RMM tools (e.g., Autotask, ConnectWise, NinjaOne, Datto)
- Exposure to ISO27001 or security-led service environments
