Technical Support Lead & Service Delivery Manager

Description

Our UK-based client is an IT Services Provider delivering expert IT support and technology solutions to small and medium-sized businesses across a range of industries. Their mission is to make their clients exceptionally happy by offering dependable, responsive, and personalised IT services that support business goals.

They are seeking a Technical Support Lead & Service Delivery Manager to join their team. This dual-role position combines hands-on technical expertise with leadership and service delivery management. You will be responsible for ensuring an exceptional customer experience by leading and developing the service delivery team, managing IT support operations, and optimising the use of internal platforms and systems. You will also serve as a key escalation point for advanced technical issues, ensuring swift resolution and continued client satisfaction.

The ideal candidate is a highly capable and self-motivated IT professional with the unique ability to balance hands-on technical problem-solving with leadership and team development. You are passionate about client service, consistently strive to deliver a five-star experience, and are committed to building a strong, happy, and high-performing team. You understand the importance of clear communication, structure, and well-defined systems, and are eager to drive improvements in service delivery processes.

Apply if you enjoy rolling up your sleeves when needed, are comfortable with rapid change, and bring energy and clarity into every client and team interaction.

This is a remote position open to those living anywhere in South Africa.

Duties & Responsibilities

Customer Management

• Act as a senior escalation point for all client issues – both technical and non-technical
• Liaise directly with clients to ensure satisfaction with services, team performance, and alignment with evolving business needs
• Communicate proactively with clients about issues such as security threats, updates, and scheduling

Service Delivery Operations

• Lead, manage, and grow the Service Delivery Team (Helpdesk, Engineers, Contractors, Vendors)
• Ensure adherence to and improvement of Standard Operating Procedures (SOPs)
• Deliver advanced technical support when needed, especially during escalations
• Develop and deliver training and onboarding plans for team members
• Perform regular 1:1s and career development reviews with all staff

ConnectWise PSA & RMM Management

• Oversee the use and development of ConnectWise Manage PSA and RMM tools
• Introduce automation and workflows to increase service efficiency
• Maintain and improve patch management and monitoring via RMM
• Monitor and report on service KPIs using PSA data

Technology Strategy & Product Rollout

• Evaluate and test new IT services and tools before deployment
• Manage implementation and rollout plans for new technologies
• Oversee the decommissioning of outdated systems, with business impact analysis
• Ensure services are scalable and align with client business goals

Security & Risk Management

• Manage and maintain client Cyber Essentials certifications
• Administer Guardz platform: run training campaigns, simulate phishing attacks, and monitor alerts
• Identify and mitigate risks to both the business and clients
• Conduct Root Cause Analyses and ensure long-term solutions are implemented

Reporting & Metrics

• Provide regular reporting to the leadership team on client satisfaction, team performance, risks, and opportunities
• Create and improve KPIs and metrics for individual and team performance
• Track metrics including CSAT, gross margins, resolution times, and team engagement

Skills, Experience & Requirements