Technical Support Manager – (MSP Experience Essential) Birmingham

£55,000-£65,000 plus benefits

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!

The Role

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.

Key Responsibilities

· 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 ...