Head of Support Services | London MSP | Hybrid (3 days office)
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About the Role
Head of Support Services | London MSP | Hybrid (3 days office)
We're looking for a particular type of MSP leader for this one.
Someone who's come up through the technical ranks, understands what happens on the front line, but has since moved into leading managers, improving service delivery and driving operational performance.
Not someone who gets lost in the tickets, but equally, not someone who's lost touch with the operation.
A proven MSP leader who understands the detail but leads from above it. Sound like you?
To be considered, you MUST have:
- MSP experience, having built your career within a managed IT services environment.
- Leadership experience, managing multiple support teams and, crucially, managing managers, not just engineers.
- A strong technical foundation, having progressed from hands-on engineering into operational leadership.
- Operational and strategic capability, with proven experience improving SLAs, KPIs, reporting, resource planning and service delivery.
- Senior client-facing experience, confidently handling complex escalations and challenging stakeholder conversations.
- Experience in a hands-on MSP environment, where you're comfortable rolling up your sleeves when necessary, without getting lost in day-to-day tickets.
The opportunity:
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London, 3 days office / 2 days home
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Senior Management Team position
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Genuine influence over service operations, people and performance
Please note: This is not a step up opportunity for a Service Desk Manager who hasn't previously managed managers or led multiple support functions. Applications that do not meet the essential criteria above will not be progressed.
If you've already operated at this level within an MSP and can demonstrate measurable improvements in service delivery, we'd welcome a conversation.
Apply or contact ZenTech Talent for a confidential discussion.