Keep clients happy. Keep service standards high. Lead a team that delivers.Ìý
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As we grow,Ìýwe’reÌýlooking for a hands-on, customer-focused Managed Services Manager to lead the day-to-day delivery of IT support services across our client base. This is a pivotal role within our managed services business, responsible for keeping ticket flow moving, SLA performance on track, client communication sharp, and our technical teamÌýoperatingÌýat a high standard.Ìý
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If you thrive in a fast-paced MSP environment, know how to balance people leadership with operational discipline, and genuinely care about delivering an outstanding client experience,Ìýwe’dÌýlove to hear from you.Ìý
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What we provide:Ìý
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At IT Integrity, we partner with our clients to deliver reliable, practical, and proactive IT support. We believe great service comes from great people, clear standards, and a team culture built on accountability, collaboration, and continuous improvement.Ìý
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When you join us,Ìýyou’llÌýbe part of a business that offers:Ìý
A supportive and professional team environment.Ìý
The opportunity to lead from the front and make a real impact.Ìý
A growing client portfolio with strong long-term relationships.Ìý
Ongoing professional development and career growth.Ìý
A business that values service quality, technical excellence, and customer outcomes.Ìý
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Key roles and responsibilities:Ìý
As the Managed Services Manager, you willÌýbe responsible for:Ìý
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Lead the daily operation of the service desk and service delivery functionÌýacross Level 1, Level 2, LevelÌý3Ìýand Security Engineers.Ìý
Oversee ticket queues, escalations, SLAs, response times, and service performance.Ìý
Coach, mentor, and develop service desk and support engineers.Ìý
Build strong operational relationships with clients through regular communication and service reviews.Ìý
Manage major incidents and high-priority client issues with calm, proactive communication.Ìý
Drive service improvement initiatives across processes, documentation, reporting, and customer experience.Ìý
Work closely withÌýour Client Partners, ProjectsÌýTeam, and leadership teams to align service delivery outcomes.Ìý
Monitor and report on service metrics, trends, risks, and improvement opportunities.Ìý
Ensure operational consistency across incident, problem, change, and request management processes.Ìý
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Experience required for a successful application:Ìý
Proven experience in a Service Delivery Manager, Service Desk Manager, or similar leadership role.Ìý
Strong background working within an MSP.Ìý
Exceptional demonstratable communication skills.Ìý
Demonstrated experience managing escalations, ticket workflows, and SLA-driven support teams.Ìý
Strong client-facing skills, including service reviews, expectation management, and relationship buildingÌý
Experience leading, coaching, and performance-managing technical teamsÌý
Solid understanding of ITIL principles and service management best practice.Ìý
Experience with ITSM/PSA platforms such asÌýAutotask,ÌýHaloPSA, ConnectWise, ServiceNow, or similar.Ìý
Experience with MSP platforms such as, KaseyaÌýsuite,ÌýITGlue, Password StateÌýis highly desirableÌý
Good technical groundingÌýand hands-on experienceÌýacross Microsoft environments including Microsoft 365, Azure, endpoint management, and networking fundamentals.Ìý
Excellent organisational, communication, and problem-solving skillsÌý
A proactive, structured, and improvement-focused approach.Ìý
Demonstratable experience in automation and ai initiatives.Ìý
IfÌýyou’reÌýready to take ownership of service delivery, lead a capable technical team, and help shape a high-performing MSP operation,Ìýwe’dÌýlove to hear from you.
