Technical Manager

Location: Cheltenham

Salary: £40k - 45k per year + Excellent Benefits

Type: Permanent

Closing Date: 16/04/2021


  • The efficient and effective management of the service delivery team, with a focus on the provision of excellence in customer service and being regarded as a trusted partner by customers.
  • Use technical experience and knowledge to work with customers at a consultative level to develop and discuss IT strategies and where not already in place, define and document customer IT strategies and solutions to business challenges.
  • Ensure that services defined within the Customer Support Contract are delivered in a manner which promotes customer retention and growth, and ultimately contract renewal.
  • Assist and provide guidance for the effective and prompt resolution of customer issues. Ownership of the management of problem tickets to ensure on-going or complex issues are driven to a successful resolution.
  • Accountable for the continual improvement of processes for effective incident, problem and change management and maximising the use of our business systems to accurately record tasks and time.
  • A technical leader in the business that promotes the use of best practice, seeks out opportunity for improvement and plays an active part in the development of new products and services.
  • Maintain oversight of infrastructure and asset management documentation, ensuring that Professional Services and Support Teams update changes using the change control procedure and accurately maintain the asset register.
  • Accountable for the the customer on-boarding process and ensuring that this is delivered effectively and provides a positive first experience.
  • Oversight of Help Desk delivery to ensure that customers are receiving the level of service for which they have contracted, including daily review of management dashboards and all ticket queues.
  • Taking a leading role in the management and improvement of key partnerships that impact service delivery.
  • The agreement, creation and maintenance of a standard set of KPIs and SLAs that support and demonstrate successful service delivery and efficient use of resources
  • Assisting with the development of proposals and presentations and demonstrations to customers.

People Management

  • 2 x Engineers
  • 1 x Team Leader
  • 1 x Service Champion

Essential Criteria – Training and Qualifications

  • Full UK driving license.

Essential Criteria – Experience

  • Proven team management experience within a technical field.
  • Significant problem solving experience and management of problems
  • Significant customer service / client-facing experience at a senior business level
  • Proven ability to influence and facilitate the buying process through technical consultancy/pre-sales.

Essential Criteria – Skills and Knowledge

  • Proven ability to develop successful service delivery teams in a faced paced enviroment
  • A broad range of technical skills to a third line level that are relevant to SME and mid-market businesses. Specifically, cloud technologies, cyber security and digital transformation
  • Confident with a technical consultative approach to assist the sales function
  • Excellent communication skills, both written and oral. Including strong presentation and interpersonal skills.
  • Ability to learn and remain up to speed on new products / technologies in a fast-paced environment.
  • Confident, disciplined, organised and self-motivated.

Desirable Criteria

  • Experience in a similar role within an MSP or Cloud Services provider


Salary£40k - 45k per year + Excellent Benefits
Job ReferenceLM39
Contract TypePermanent
Closing Date16/04/2021
Regional OfficeCheltenham
Date Posted09/04/2021

To discuss this position further please contact:

Lee Marshall

Senior Consultant


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