Industry
IT & Telecomms
Job type
Permanent / Full Time
Location
Canterbury
The Role
- Lead a skilled team and make a real impact on customer experience every day
- Modern MSP using a range of technologies across clients and industries
- Strong culture and flexibility - supportive leadership and professional growth
The Opportunity
What You’ll Do
- Lead, coach, and develop a high-performing Customer Support team.
- Foster a positive, inclusive, and customer-focused culture.
- Manage daily support operations across in-office and remote staff.
- Own service quality and key performance metrics, maintaining SLAs and reporting on trends.
- Act as the escalation point for major incidents (P1/P2), ensuring clear communication and rapid resolution.
- Strengthen internal processes including ticket management, knowledge sharing, and incident handling.
- Collaborate with other technical and business teams to improve service delivery.
- Help onboard new tools, systems, or services with clear communication and training.
- Promote health, safety, and wellbeing within the team and ensure a balanced workload.
- 2+ years of leadership experience in a technical support, service delivery, or customer success role.
- 5+ years of experience in IT support, service operations, or MSP environments.
- Strong people management skills — you know how to motivate, coach, and develop others.
- Calm, clear communicator who stays composed under pressure.
- Skilled in managing incidents, setting priorities, and keeping stakeholders informed.
- Solid technical foundations in networking (routing, switching, Wi-Fi) and troubleshooting.
- Experience with vendor technologies such as Fortinet, Cisco, Palo Alto, or similar is advantageous.
- Familiarity with Active Directory/Azure AD, RADIUS, and email security platforms is a plus.
- Comfortable using ITSM/ticketing, CRM, and remote support tools and producing clear service reports.
- ITIL Foundation certification (or equivalent experience) preferred.
- Supportive, inclusive, and growth-minded culture
- Real opportunities for career development within a growing MSP
- Work with modern technologies and a variety of clients
- Hybrid flexibility (work-from-home options available)
- Competitive salary and benefits
All applicants must be able to pass a Ministry of Justice (MOJ) background check prior to employment.
Reference: SP_3974631