IT Service Manager

We’re looking for an experienced IT Service Manager to take ownership of the ongoing service experience for our managed customers and ensure they receive a high-quality, dependable and personable service.

This is a hands-on role for someone who enjoys building trusted customer relationships, keeping delivery on track and making sure issues don’t disappear into a ticket queue.

You’ll sit between our clients and our helpdesk analysts, cybersecurity analysts and senior technical teams, providing clear ownership, communication and coordination across the services we deliver.

You will also directly manage two members of our service desk team, helping them prioritise workload, develop their skills and deliver a consistently high standard of service.

What you’ll be doing

You’ll be responsible for a portfolio of managed service customers across both traditional managed IT and cybersecurity services.

Your responsibilities will include:

• Acting as the primary service contact for assigned customers.
• Running regular customer Service Review Meetings, typically monthly.
• Managing and overseeing support ticket queues, ensuring priorities are clear and tickets continue to progress.
• Acting as the point of escalation for customers when issues require additional attention.
• Coordinating with our technical teams to ensure incidents, requests and problems move through to resolution with minimum friction.
• Keeping customers informed during significant issues, with clear and timely communication.
• Monitoring service performance, ticket trends, recurring issues, SLA achievement and backlogs.
• Identifying where processes, service quality or customer experience can be improved.
• Reviewing outstanding actions, projects and service improvements with customers.
• Supporting the onboarding and transition of new managed service customers.
• Managing and supporting two service desk team members.

You’ll probably have worked within an MSP, IT services or cybersecurity business and understand what good service management looks like.

We’re looking for someone who:

• Has experience managing business-to-business IT or cybersecurity customers.
• Is comfortable running customer meetings and building relationships with IT Managers, senior stakeholders and CxOs.
• Understands IT support processes, ticket queues, priorities, SLAs and escalation processes.
• Can improve efficiency and process maturity, but always in support of better service rather than process for process’s sake.
• Can confidently challenge both customers and colleagues when expectations are unrealistic, priorities are unclear or requests fall outside the agreed service.
• Is organised and comfortable managing multiple customers, actions and competing priorities.
• Communicates clearly with both technical and non-technical people.
• Takes ownership rather than simply passing issues between teams.
• Is commercially aware and understands the importance of delivering a service that customers genuinely value.
• Operates with honesty, integrity and transparency, including when service delivery has fallen short.

Technical background

A technical background is important for this role.

You don’t need to be the most senior engineer in the room, but we would expect you to have previously worked in a hands-on IT support, infrastructure, service desk or similar technical role.

That experience matters to us. We want someone who understands the pressures our analysts and engineers face, can understand a technical issue rather than simply relay updates, and can have credible conversations with both customers and technical teams.

From time to time, particularly during busy periods, you may also roll your sleeves up and help the team with support tickets that fall within your technical experience.

This isn’t primarily a technical support role, but we’re a relatively small team and everyone helps when needed., * IT support: 5 years (required)

• Help desk: 3 years (required)
• IT service management: 2 years (preferred)

• Fully remote, home-based working.
• Company pension.
• Health and wellbeing benefits.
• Life insurance.
• Unlimited paid holiday.
• The opportunity to play an important role in a growing cybersecurity and managed services business.

If you’re someone who enjoys taking ownership, building strong customer relationships and understanding both the technical and human side of service delivery, we’d love to hear from you.

Pay: £45,000.00 per year

Benefits:

• Flexitime
• Life insurance
• Unlimited paid holidays
• Work from home

FoxTech Cyber is a growing UK cybersecurity and managed services company. We support organisations ranging from businesses relying on us for their day-to-day IT through to regulated and professional services firms using us for cybersecurity, penetration testing and specialist consultancy., Ultimately, we want our customers to feel that FoxTech is part of their team rather than simply another supplier.

The kind of person who will thrive here

We’re a relatively small, experienced team without lots of layers of management.

We value people who are pragmatic, approachable and happy to take ownership. You should be comfortable making decisions, asking for help when you need it and helping others when they need you.

We’re professional about the work we do, but we’re not particularly corporate about how we do it. We trust people to manage their time, communicate openly and do the right thing for our customers and their colleagues.

About FoxTech Cyber

FoxTech Cyber provides cybersecurity and managed IT services to organisations across the UK.

Our core services include managed cybersecurity, penetration testing, managed IT services and specialist cybersecurity consultancy.

We believe people do business with people, and the quality of the relationships we build with our customers is just as important as the technology we provide.