IT Manager

Role: IT Manager

Location: Middlewich, Cheshire

Salary: Up to £50,000 + £6,000 Performance Bonus

Benefits: Pension, Free Parking, 33 Days Holiday, Mileage / Company Vehicle Access

We're looking for an experienced IT Manager to join an established Managed Services business in Middlewich, taking responsibility for the technical team and the delivery of IT support, projects and managed services across its customer base.

This is a hands-on leadership position combining people management, service delivery, customer engagement and technical oversight. You'll report directly to the Managing Director and play a key role in developing the technical function as the business continues to grow.

The Role

As IT Manager, you'll take ownership of day-to-day technical operations, ensuring customers receive a consistently high level of service while developing and supporting the engineers within the team.

Previous experience working within a Managed Service Provider (MSP) environment is essential.

You'll be responsible for:

• Leading, managing and developing the technical team
• Conducting one-to-ones and appraisals, as well as supporting recruitment and onboarding
• Taking ownership of service delivery and ensuring SLA commitments are achieved
• Managing workloads and allocating engineering resources across support and project requirements
• Acting as a senior escalation point for complex technical issues
• Remaining technically involved and providing hands-on escalated support when required
• Maintaining strong standards across tickets, documentation and customer records
• Leading technical discussions with customers around hardware, software and IT projects
• Working alongside senior management to plan future recruitment, training and technical capability

The position goes beyond simply managing a support desk. You'll have responsibility across the technical team, customer relationships, service performance and delivery of IT service

Experience:

• Strong experience within an MSP or Managed IT Services environment
• Previous experience leading, mentoring or managing technical engineers
• A strong technical background across IT support and infrastructure
• Experience with managed service tools such as Kaseya, Autotask or equivalent
• Experience working with PSA, ticketing and RMM platforms
• An understanding of SLAs, service performance and operational KPIs
• Confidence communicating directly with business owners and senior stakeholders
• Strong customer-facing and presentation skills
• The ability to manage technical escalations and customer expectations
• Microsoft Modern Workplace, Azure, Cisco or similar vendor certifications would be advantageous.

Why Apply?

This is an opportunity to take genuine ownership of an established technical function rather than stepping into a purely administrative management role.

You'll remain close to the technology while having responsibility for people, customers and service delivery, with direct access to the Managing Director and the opportunity to influence how the technical operation develops.