Managed Services Manager

Keep clients happy. Keep service standards high. Lead a team that delivers. 

As we grow, we’re looking 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 team operating at a high standard. 

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, we’d love to hear from you. 

What we provide: 

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. 

When you join us, you’ll be part of a business that offers: 

A supportive and professional team environment. 

The opportunity to lead from the front and make a real impact. 

A growing client portfolio with strong long-term relationships. 

Ongoing professional development and career growth. 

A business that values service quality, technical excellence, and customer outcomes. 

Key roles and responsibilities: 

As the Managed Services Manager, you will be responsible for: 

Lead the daily operation of the service desk and service delivery function across Level 1, Level 2, Level 3 and Security Engineers. 

Oversee ticket queues, escalations, SLAs, response times, and service performance. 

Coach, mentor, and develop service desk and support engineers. 

Build strong operational relationships with clients through regular communication and service reviews. 

Manage major incidents and high-priority client issues with calm, proactive communication. 

Drive service improvement initiatives across processes, documentation, reporting, and customer experience. 

Work closely with our Client Partners, Projects Team, and leadership teams to align service delivery outcomes. 

Monitor and report on service metrics, trends, risks, and improvement opportunities. 

Ensure operational consistency across incident, problem, change, and request management processes. 

Experience required for a successful application: 

Proven experience in a Service Delivery Manager, Service Desk Manager, or similar leadership role. 

Strong background working within an MSP. 

Exceptional demonstratable communication skills. 

Demonstrated experience managing escalations, ticket workflows, and SLA-driven support teams. 

Strong client-facing skills, including service reviews, expectation management, and relationship building 

Experience leading, coaching, and performance-managing technical teams 

Solid understanding of ITIL principles and service management best practice. 

Experience with ITSM/PSA platforms such as Autotask, HaloPSA, ConnectWise, ServiceNow, or similar. 

Experience with MSP platforms such as, Kaseya suite, ITGlue, Password State is highly desirable 

Good technical grounding and hands-on experience across Microsoft environments including Microsoft 365, Azure, endpoint management, and networking fundamentals. 

Excellent organisational, communication, and problem-solving skills 

A proactive, structured, and improvement-focused approach. 

Demonstratable experience in automation and AI initiatives. 

If you’re ready to take ownership of service delivery, lead a capable technical team, and help shape a high-performing MSP operation, we’d love to hear from you.