Technical Services Manager

We're working with a well-established and growing IT provider to find an experienced Technical Services Manager to join their team. This is a hybrid role combining hands-on solution delivery, pre- and post-sales support, and leadership of a small team of solutions technicians — based across home, office, and customer site visits.The RoleYou'll sit at the intersection of sales, delivery and technical leadership — customising solutions and strategic advice to meet client needs (from regulatory compliance to business process optimisation) and managing projects from initial requirements gathering through solution design and implementation. You'll work closely with Account Managers and the SOP department, provide pre-sales input and demonstrations, and lead a small team delivering both project work and escalated IT support.What You'll Be DoingProvide pre-sales, installation planning and post-sales support across the solutions portfolioAttend customer solutions meetings, delivering demonstrationsWork alongside Account Managers and the SOP department on solutions projects — providing costings, installation plans and timelinesProject manage solution software builds and implementations to customer requirementsBuild and implement telecoms tenants and installationsLead a team of solutions technicians, supporting delegated projects and escalated IT ticketsMaintain solutions licensing and managementContribute to knowledge base articles and documentation to improve support processesLiaise with software developers on product updates and technical bulletinsKeep solutions certifications valid and up to dateWhat We're Looking ForSolid understanding of IT systems, including Windows OS, Microsoft 365, and common business applicationsCertifications in CompTIA, Microsoft, Google, AWS or Unified Comms preferredGood working knowledge of PaperCut MF, PaperCut Hive, uniFLOW, Optimidoc and Unified Comms platformsFamiliarity with helpdesk/ticketing systems (e.g. Vantage, ServiceNow, Zendesk, Freshdesk)Strong problem-solving and troubleshooting skillsExcellent written and verbal communication, with the ability to explain technical concepts clearly and simplyGood organisational and time management skillsComfortable working independently and as part of a teamPersonal AttributesCustomer-focused, with a positive and helpful approachPatient and empathetic when dealing with usersWillingness to learn and develop technical skills furtherStrong attention to detail and accuracyCalm under pressureWorking ConditionsA mix of home working, office-based days, and customer site visits