Manage the end-to-end support workflow, from initial issue assessment and prioritisation through assignment, escalation, and resolution, ensuring smooth operations and SLA compliance.
Serve as the highest-level escalation contact for challenging technical cases, delivering clear resolutions while reinforcing client trust.
Oversee day-to-day support activities, proactively detecting operational friction and addressing issues before they impact service quality.
Ensure consistent application of technical documentation standards, service procedures, and security requirements across all support functions.

Guide and support engineers through hands-on technical mentoring, coaching, and structured performance feedback.
Promote a results-driven culture emphasising ownership, skill development, and continuous improvement.
Demonstrate leadership through active technical involvement and sound judgement in complex decision-making scenarios.

Partner with senior stakeholders to design and roll out scalable support models aligned with organisational objectives.
Lead technical onboarding for new customers and supervise delivery of implementation projects to ensure smooth handovers.
Review recurring incidents and operational pain points, introducing preventative measures and workflow enhancements.
Identify service improvement opportunities and support account growth through technical input into expansion or upsell initiatives.

Coordinate closely with internal teams to ensure services are delivered accurately and on schedule.
Prepare and present regular operational updates covering team output, client sentiment, escalations, and key performance indicators to the Operations Manager.
Stay informed on evolving technologies, certifications, and industry best practices to support innovation and team upskilling.

Qualifications

Degree or diploma in an IT or technology-related discipline.
Advanced 3CX VoIP certification or comparable expertise.
Senior-level Microsoft certifications.
ITIL certification.
Networking certification (Ubiquiti/UniFi preferred, or equivalent alternatives).

Skills & Professional Experience

Minimum 10 years’ experience within MSP or similar technical support environments, including at least 3 years in a senior or leadership capacity.
Strong hands-on expertise in:
- Microsoft 365 and Azure environments
- 3CX and Microsoft Teams voice solutions
- Network architecture, deployment, and ongoing management
- Cybersecurity controls, monitoring platforms, and compliance standards
- Backup and disaster recovery design and execution
- DNS, IP networking, and secure remote connectivity
Proven track record of delivering technical initiatives from planning through completion.

Demonstrated success in leading teams, mentoring engineers, and collaborating across departments.
Deep understanding of ticketing platforms, escalation models, and SLA-focused operations.
Ability to streamline processes and implement scalable operational improvements.
Experience overseeing small to mid-sized technical projects.
Trusted advisor mindset with the ability to build long-term client relationships.

Strong command of written and spoken English.
Confident communicator in client-facing contexts via calls, email, and messaging tools.
Skilled at simplifying complex technical topics into practical, business-friendly recommendations.
Highly organised with effective prioritisation and time management skills.
Analytical, detail-conscious, and driven by continuous improvement.
Comfortable adapting to fast-changing, high-pressure environments.