Technical Support Manager - (MSP Experience Essential) Birmingham

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.
• 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.
• 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.