Customer IT Support Manager

Job Advert

The Role

As a Customer IT Support Manager, you will take full leadership and accountability for a Service Desk / Pro Serv POD within a

Managed Service Provider environment.

You will be responsible for end-to-end service performance, customer experience, team development, and operational excellence.

Your core purpose is to ensure customers receive an effortless, reliable, and high quality support experience while leading and

developing a high performing team of engineers.

This is a leadership role that blends people management, service ownership, financial awareness, and strategic contribution. You

will ensure the Team operates as a trusted, structured, and customer centric function aligned to business growth.

What You Will Work On

* Team Leadership & Culture

* Lead, mentor, and develop a high performance Service Desk team aligned to company values.

* Create a culture of accountability, ownership, and collaboration.

* Provide regular one to ones, structured feedback, and tailored development plans.

* Recognise success and address performance challenges constructively.

* Ensure clear communication, trust, and shared purpose across the POD.

* Service Delivery Ownership

* Take full accountability for SLA performance, CSAT, service quality, and escalation management.

* Act as the primary escalation point for critical incidents and customer concerns.

* Ensure calm, confident, and structured handling of service challenges.

* Build strong, trust based customer relationships through regular engagement.

* Turn service issues into opportunities to strengthen long term partnerships.

Effortless Customer Experience is central to this role and means

* Clear and proactive communication

* Strong ownership from first contact to resolution

* Minimal disruption to customers

* Consistent and predictable delivery

* Structured, professional escalation handling

You will embed this mindset into the team’s culture and processes so service quality is consistent and not dependent on

individuals.

MSP Operational Excellence

* Operate effectively within an MSP model, balancing commercial pressure, contractual obligations, and customer expectations.

* Maintain oversight of ticket queues, workload prioritisation, and performance trends.

* Ensure smooth onboarding of new customers and seamless handover from Projects to Support.

* Drive root cause analysis and long term solutions rather than reactive fixes.

* Ensure governance, reporting, and system accuracy across all Service Desk tooling.

Performance, KPIs & Continuous Improvement

* Define and manage KPIs relating to SLA, CSAT, quality, productivity, and efficiency.

* Use data and insight to inform decision making and drive improvement.

* Identify process enhancements to reduce friction and increase consistency.

* Champion continual service improvement aligned to industry best practice.

Process, Technology & Innovation

* Review and optimise Service Desk processes to improve both efficiency and customer experience.

* Drive adoption of automation, tooling, and AI where appropriate.

* Stay informed on MSP market trends and emerging technologies.

* Challenge existing ways of working to identify smarter, simpler approaches.

Financial & Strategic Contribution

* Manage Team budget responsibly, supporting forecasting and financial planning.

* Ensure effective resource allocation to meet service and margin targets.

* Align team objectives with wider company strategy and long term growth plans.

* Contribute to department profitability through structured, commercially aware service delivery.

Main Tasks

* Lead and develop the team to achieve measurable performance improvements.

* Conduct regular one to ones, performance reviews, and tailored training plans.

* Own customer escalations and ensure transparent, structured problem management.

* Maintain cadence of customer meetings, reporting, and engagement.

* Monitor SLA performance and quality scores.

* Oversee onboarding and internal handovers between Sales, Projects, and Support.

* Collaborate with Professional Services, Business Development, and Leadership teams.

* Drive long term improvements in service consistency and customer satisfaction.

Measurable Outcomes

* Consistent achievement of SLA and quality targets.

* Improved CSAT and strengthened customer loyalty.

* Reduced customer churn through proactive service improvement.

* Demonstrable efficiency gains through process and AI adoption.

* Improved team performance through coaching and structured development.

* Delivery of departmental margin and financial targets.

Qualifications & Requirements

Essential

* Right to Work in the UK

* Full UK Driving License

* Willingness to attend customer sites where required

* Subject to security and pre employment checks including DBS, references.

Experience & Knowledge

* Minimum 2 years in a similar Service Desk / Pro Serv leadership role, 3 years desirable.

* Strong experience within an MSP environment.

* Proven experience developing and mentoring teams.

* Experience aligning team objectives to wider business strategy.

* Commercial awareness with exposure to budgeting and financial oversight.

* Experience using data to drive performance improvement.

* ITIL v4 certification desirable, or equivalent hands on service management experience.

Strong working knowledge of

* Incident, Problem, and Change Management

* Continual Service Improvement frameworks

* MSP Service Desk tooling and KPI reporting

* Data driven service performance management

APPLY NOW

If this sounds like the kind of role you’ve been looking for, apply today.

Closing Date

24th July 2026

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore

recommend an early application.

Due to the high number of applications, we thank all applicants for their interest; however, only those selected for an interview

will be contacted.