Cluster Technical Lead (Print & Copy Channel Business Unit)

We are seeking a Cluster Technical Lead for the BENE region to oversee all technical presales and post-sales activity within the regional cluster, while supporting other regions as needed. This senior role combines hands-on technical consulting with leadership of a Technical Consultant team, guiding the full solution lifecycle and ensuring high delivery standards.

The role carries a dual reporting line to the Cluster Manager for commercial alignment and to the IT Manager for technical standards and cross-cluster consistency., 1. Lead, manage, and develop cluster Technical Consultants with clear performance expectations and one-one coaching & meetings

2. Plan and allocate technical resources across presales, installation, and support workstreams

3. Identify skill gaps and coordinate training, vendor certification, and development pathways with the IT Manager

4. Review and quality-check the team's technical output, demos, proposals, installation docs, and knowledge-base content and providing feedback and guidance to raise standards.

5. Act as primary escalation point for complex technical issues before escalating to central Technical Services or vendors

6. Contributing to interview processes and onboarding planning withing the cluster

7. Lead technical presales for strategically important opportunities: discovery, solution design, and scoping

8. Deliver demonstrations, webinars, and technical workshops to reseller partners and end customers

9. Provide technical input to tenders, security questionnaires, and statements of work, ensuring accuracy and consistency with ITS standards

10. Support the Cluster Channel Partner Manager and sales team with technical insights and guidance throughout the sales cycle, including attendance at key customer meetings where technical credibility is required

11. Review and oversee presales outputs produced by the team, ensuring solution designs are technically sound and commercially realistic

12. Oversee installation planning and delivery across the cluster, ensuring accurate scoping and quality execution in line with agreed timelines and quality standards

13. Lead complex remote and on-site installations personally where required

14. Ensure system testing, validation, customer training, and handover to post-sales support are completed as standard

15. Maintain and improve cluster installation methodologies, checklists, and project communication templates, in alignment with central Technical Services standards

16. Take ownership of project management for larger or more complex technical engagements within the cluster: scope definition, resource planning, and tracking from initiation through to completion

17. Monitor timelines and escalate delays or scope changes to the Cluster Manager promptly, particularly for technically intensive engagements

18. Actively contribute to improving core business processes and optimising the profitability of the cluster's technical function, identifying inefficiencies in delivery workflows and proposing structural improvements

19. Maintain technical relationships with key vendors including PaperCut, Umango, and KUARIO, especially acting as the cluster's primary technical point of contact for product queries, escalations, and roadmap discussions

20. Oversee both presales and post-sales technical support, ensuring partner queries are resolved within SLA targets

21. Handle escalated second-line support cases personally where required

22. Ensure that recurring or systemic issues are identified, documented, and reported to the IT Manager, and that appropriate fixes or knowledge base updates are produced

23. Build and maintain strong relationships with key reseller and partner technical contacts

24. Maintain knowledge of the full ITS Print & Copy portfolio including product architecture, integration patterns, licensing models, and known compatibility

25. Stay current with vendor product roadmaps, release notes, and certification requirements,

26. Maintain up-to-date knowledge of vendor roadmaps, releases and ensuring the cluster team's knowledge is maintained accordingly

27. Contribute to shared technical assets: knowledge base articles, installation guides, and best-practice documentation

28. Liaise regularly with the IT Manager to ensure cluster practices remain aligned with ITS-wide technical standards and that significant product or process updates are communicated and embedded within the team

29. Report regularly to both the Cluster Channel Partner Manager and the IT Manager on team performance, SLA adherence, open escalations, and technical delivery quality

30. Track and analyse recurring support issues and installation challenges within the cluster, identifying patterns and proposing corrective actions

31. Support ISO 9001 / ISO 27001 quality management processes relating to technical services activity

1. 5+ years in technical consulting, presales engineering, or senior technical support within print management, managed print services, or document management

2. Demonstrable experience leading a technical team with a track record of developing capability

3. Proven experience across the full solution lifecycle: presales, installation, and post-sales support

4. Experience working within a channel or reseller partner model is essentiaL

5. Prior involvement in tender responses, statements of work, or security questionnaires is an advantage

6. Hands-on experience with Print&Copy portfolio in production environments is essential

7. Strong diagnostic and troubleshooting skills across Windows Server and Client platforms, Active Directory, Entra ID and Microsoft SQL Server

8. Solid networking knowledge: DNS, VLANs, switches, routers, and firewall configuration is essential.

9. Experience configuring MFDs, card readers, and authentication methods with print management platforms

10. Proficiency with Office 365 including Teams and SharePoint

11. Familiarity with virtualisation (VMware, Hyper-V); Azure experience is an advantage

12. Experience with Azure and cloud infrastructure is an advantage; familiarity with document processing workflows is desirable

13. Exposure to Apple macOS and Linux is a bonus

14. Ability to communicate complex technical concepts clearly to varied audiences

15. Strong written communication skills: capable of producing accurate, professional technical documentation, proposals, and reports

16. Structured approach to troubleshooting and problem-solving under pressure, with the ability to manage multiple concurrent priorities across presales, and support

17. A confident self-learner who takes ownership of staying current across a broad and evolving product portfolio

18. Strong commercial awareness in customer-facing situations

19. Fluent Dutch and English; proficiency in the regional cluster language required for non-UK positions

20. Technical authority who leads by example and develops the team's capacity to handle complexity

21. Lead through coaching: hold leadership conversations and technical troubleshooting sessions to build the team's ability to handle complexity rather than delegating it away

22. Partner and customer-focused with a proactive, solutions-oriented approach

23. Proactive and solutions-oriented; you identify issues before they escalate and propose improvements

24. Collaborative and culturally adaptable across ITS's European network

1. Senior technical leadership role with genuine people management responsibility

2. Europe's leading PaperCut Authorised Solution Centre environment

3. Structured access to vendor certification programmes, product training, and professional development pathways

4. A stable, international working environment with a genuine family culture

5. Competitive salary, company laptop and mobile, business mileage allowance

6. Career development opportunities within the ITS Technical Services

7. Annual leave entitlement in accordance with local labour law, with progressive increases based on years of service

Info Technology Supply Ltd (ITS) is a well-established software company with over 38 years of experience serving the print and copy sector across Europe and the Americas. Our Print & Copy Channel Business Unit exclusively distributes and supports third-party vendor software solutions through a network of 2,000+ channel resellers and partners, operating across six regional clusters. Europe's leading PaperCut Authorised Solution Centre, with a product portfolio spanning PaperCut (MF, NG, Hive, Pocket), Umango, Kuario, Princity, and DocSlide, complemented by a range of in-house developed add-on modules. With operations in the UK, Spain, The Netherlands, France, DACH, and Eastern Europe, we are a genuinely international company with a family spirit. Company Values * Customer-Focused: We work to meet and exceed customer needs, building strong long-term relationships. * Flexible & Loyal: We invest in our relationships for lasting success. * International with a Family Spirit: We value collaboration, appreciation, and personal growth, creating a rewarding place to thrive. iTS is not: Arrogant: Arrogance blocks learning and growth. We see it as the beginning of the end for any organisation. iTS is an equal opportunity employer committed to building a diverse and inclusive team. Business architect