About the Role
We’re looking for a Technical Consultant with a strong service desk or technical support background who’s 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, it’s 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 company’s 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...
You’re 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
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