IT Manager

About the job

Role: IT Manager

Location: Middlewich, Cheshire

Salary: Up to £50,000 + £6,000 Performance Bonus

Benefits: Pension, Free Parking, 33 Days Holiday, Mileage / Company Vehicle Access

We’re looking for an experienced IT Manager to join an established Managed Services business in Middlewich, taking responsibility for the technical team and the delivery of IT support, projects and managed services across its customer base.

This is a hands-on leadership position combining people management, service delivery, customer engagement and technical oversight. You’ll report directly to the Managing Director and play a key role in developing the technical function as the business continues to grow.

The Role

As IT Manager, you’ll take ownership of day-to-day technical operations, ensuring customers receive a consistently high level of service while developing and supporting the engineers within the team.

Previous experience working within a Managed Service Provider (MSP) environment is essential.

You’ll be responsible for:

Leading, managing and developing the technical team

Conducting one-to-ones and appraisals, as well as supporting recruitment and onboarding

Taking ownership of service delivery and ensuring SLA commitments are achieved

Managing workloads and allocating engineering resources across support and project requirements

Acting as a senior escalation point for complex technical issues

Remaining technically involved and providing hands-on escalated support when required

Maintaining strong standards across tickets, documentation and customer records

Leading technical discussions with customers around hardware, software and IT projects

Working alongside senior management to plan future recruitment, training and technical capability

The position goes beyond simply managing a support desk. You’ll have responsibility across the technical team, customer relationships, service performance and delivery of IT service

Experience:

Strong experience within an MSP or Managed IT Services environment

Previous experience leading, mentoring or managing technical engineers

A strong technical background across IT support and infrastructure

Experience with managed service tools such as Kaseya, Autotask or equivalent

Experience working with PSA, ticketing and RMM platforms

An understanding of SLAs, service performance and operational KPIs

Confidence communicating directly with business owners and senior stakeholders

Strong customer-facing and presentation skills

The ability to manage technical escalations and customer expectations

Microsoft Modern Workplace, Azure, Cisco or similar vendor certifications would be advantageous.

Why Apply?

This is an opportunity to take genuine ownership of an established technical function rather than stepping into a purely administrative management role.

You’ll remain close to the technology while having responsibility for people, customers and service delivery, with direct access to the Managing Director and the opportunity to influence how the technical operation develops.

Keywords: IT Manager, Technical Manager, Technical Services Manager, IT Support Manager, Service Delivery Manager, MSP Manager, Managed Services Manager, Helpdesk Manager, Service Desk Manager, IT Operations Manager, Technical Support Manager, IT Infrastructure Manager, IT Support, Managed Services, Managed Service Provider, MSP, Service Delivery, IT Projects, Technical Support, Infrastructure, Microsoft 365, Microsoft Azure, Modern Workplace, Kaseya, Autotask, PSA, RMM, SLA, Middlewich, Cheshire, Crewe, Northwich, Winsford, Knutsford, Sandbach.