Salary: £40,000 - 50,000 per year Requirements: Strong service delivery experience Operationally minded, not just technically focused Experience coordinating teams without heavy-handed management Ability to transform busy environments into structured, resilient ones Familiarity with KPI and performance management Knowledge of Autotask (PSA) and workflow management Responsibilities: Take full ownership of IT support delivery across the business Reduce reliance on senior engineers for reactive escalation by managing prioritization and quality checking Coordinate the support teams daily activities, managing workload allocation and capacity Act as the main liaison between the Managing Director and the support team, translating business priorities into action Own and drive service KPIs, including SLA performance and ticket ageing Continuously improve support processes, aiming to standardize delivery and reduce inefficiencies Ensure proper usage of Autotask for ticket quality, categorization, and reporting Identify recurring issues and push for preventative fixes to improve client experience Raise service standards while maintaining a supportive team culture Design scalable support functions to facilitate business growth Technologies: Support More: We are a long-established and continually growing business, dedicated to ensuring continuous customer satisfaction. In this role, you will have the opportunity to take ownership of service delivery and work with a collaborative team. We value a supportive environment where accountability and clarity are prioritized. This position offers a fresh challenge for individuals looking to utilize their skills in a rewarding setting. last updated 19 week of 2026