> Markdown version of [/jobs/ext/2824419-technical-support-manager-msp-experience-essential-birmingham](https://www.wearedevelopers.com/jobs/ext/2824419-technical-support-manager-msp-experience-essential-birmingham). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Manager - (MSP Experience Essential) Birmingham - **Company:** Arden Resourcing Limited - **Location:** Birmingham, UK - **Contract:** Permanent contract - **Skills:** Microsoft Windows, PRINCE2, Virtualization Technology - **Published:** September 10, 2026 - **Apply:** https://www.collegerecruiter.com/job/2859575510-technical-support-manager--msp-experience-essential-birmingham ## About the Role 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. ## Description 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. ## Related Videos - [Virtual Reality – The path to create your world](https://www.wearedevelopers.com/videos/248-virtual-reality-the-path-to-create-your-world) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Hiring Technical Leaders: Promote from Within or Go External?](https://www.wearedevelopers.com/videos/100167-hiring-technical-leaders-promote-from-within-or-go-external) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [A Lifetime in Games: The Past, Present and Future of the Industry](https://www.wearedevelopers.com/videos/202-a-lifetime-in-games-the-past-present-and-future-of-the-industry) ## Related Articles - [Should Tech Managers Be Developers First? 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