Role Overview

We are seeking a technology professional with a strong background in managed services who can help shape and maintain the platforms and processes that underpin our client's service desk. This role exists to ensure the systems that their team rely on are configured correctly, fully utilised, and continually improved to deliver a seamless experience for both colleagues and customers.

The position is ideal for someone with varied hands-on technical support experience and a clear understanding of how well-designed tools and workflows impact client satisfaction and internal efficiency. Working closely with senior management, you will take ownership of core platforms, support their optimisation, and drive improvements across the service function.

What We’re Looking For

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Experience within a managed service provider (MSP) or similar IT support environment

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Demonstrated career progression and strong technical grounding

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Familiarity with service desk and remote monitoring solutions (e.g. RMM, PSA platforms)

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Experience managing integrations, automation, and system optimisation projects

Key Responsibilities

Service & Support:

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Provide senior-level escalation support for critical incidents and complex end-user issues

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Contribute to project delivery, including the deployment and configuration of software, hardware, and cloud solutions

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Support client environments across Windows, Microsoft 365, networking, and related infrastructure

Platform Ownership:

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Act as product lead for core management systems, including monitoring, patching, backup and PSA tools

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Develop new workflows, automation, and monitoring policies to enhance efficiency and reliability

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Ensure best practices in areas such as operating system patching, device compliance, and tenant security

Process & Compliance:

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Design and improve onboarding and service transition processes in collaboration with technical and sales teams

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Build and maintain documentation, trackers, and compliance materials to support standards such as ITIL, GDPR, and Cyber Essentials Plus

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Maintain and evolve internal procedures to reduce friction and increase service desk productivity

Innovation & Development:

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Research industry trends, emerging MSP solutions, and service desk best practice

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Participate in events, webinars and demos to evaluate new tools and features

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Proactively work with support teams to identify recurring issues and implement better workflows or automation

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Deliver training and knowledge-sharing sessions for staff to improve adoption and effective use of systems

Technical Initiatives:

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Enhance Microsoft 365 tenancy management, including Intune device compliance, user security, and secure score improvements

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Review, update and create scripts to automate routine tasks such as user management and device provisioning

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Manage and evolve backup and continuity solutions across both endpoints and SaaS platforms

If you’re ready to take ownership of critical platforms, shape smarter ways of working, and play a key role in improving how a service desk delivers for its clients, we’d love to hear from you.

Apply today and bring your expertise to a role where your ideas, technical skills and drive for improvement will truly make an impact