About the Role Were looking for a Technical Consultant with a strong service desk or technical support background whos ready to take the next step into a consultative role. This position focuses on helping customers understand their IT needs and advising them on the most suitable managed service solutions for their business. This is not a targeted sales role instead, its an opportunity to use your technical expertise and service delivery experience to guide customers through informed, honest, and practical recommendations that truly benefit them. Key Responsibilities Engage with customers to understand their current IT environment, pain points, and strategic goals. Assess and analyse technical requirements to identify suitable managed service offerings. Advise customers on the best service options based on their operational needs, budgets, and long-term objectives. Work closely with internal service delivery, engineering, and account management teams to design tailored solutions. Support the creation of proposals, statements of work, and documentation that clearly define the recommended services. Provide technical input during customer meetings and presentations to ensure clarity and confidence in the proposed solution. Maintain a thorough understanding of the companys managed service portfolio, including service desk, infrastructure management, cloud solutions, and monitoring. Act as a trusted advisor, ensuring recommendations prioritise customer outcomes over commercial gain. Contribute feedback to improve service offerings based on customer insights and market trends. Skills & Experience Proven background in IT service delivery, service desk, or technical support (2 years ideal). Strong understanding of IT infrastructure, networking, cloud, and service management principles. Excellent communication and relationship-building skills with both technical and non-technical stakeholders. Ability to analyse business and technical requirements to develop practical service recommendations. Strong documentation and presentation skills. A customer-first mindset with a consultative, solution-oriented approach. Experience within an MSP (Managed Service Provider) environment is highly desirable. Ideal for You If Youre a technically minded professional who enjoys solving problems, understanding customer needs, and helping organisations find the right managed service solutions without the pressure of sales targets. For more information, please contact Alice Armstrong at Hayward Hawk. Skills: Service Desk Consulting Client facing