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# IT Service Manager

- **Company:** FoxTech Cyber
- **Location:** UK (Remote available)
- **Experience:** Experienced
- **Salary:** £45,000.0
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Information Technology
- **Published:** September 21, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=e488daa7565b8252

## About the Role

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)

## Description

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.