Customer IT Support Manager
| Company: | HBP Systems Ltd |
|---|---|
| Salary: | £45,000.00 - £50,000.00 (Depending on experience) |
| Hours: | Full-time |
| Location: | Scunthorpe, DN16 1BD |
| Job type: | Permanent |
| Posting date: | 17 Jul 2026 |
| Closing date: | 16 Aug 2026 |
Summary
Job Advert
The Role
As a Customer IT Support Manager, you will take full leadership and accountability for a Service Desk / Pro Serv POD within a
Managed Service Provider environment.
You will be responsible for end-to-end service performance, customer experience, team development, and operational excellence.
Your core purpose is to ensure customers receive an effortless, reliable, and high quality support experience while leading and
developing a high performing team of engineers.
This is a leadership role that blends people management, service ownership, financial awareness, and strategic contribution. You
will ensure the Team operates as a trusted, structured, and customer centric function aligned to business growth.
What You Will Work On
* Team Leadership & Culture
* Lead, mentor, and develop a high performance Service Desk team aligned to company values.
* Create a culture of accountability, ownership, and collaboration.
* Provide regular one to ones, structured feedback, and tailored development plans.
* Recognise success and address performance challenges constructively.
* Ensure clear communication, trust, and shared purpose across the POD.
* Service Delivery Ownership
* Take full accountability for SLA performance, CSAT, service quality, and escalation management.
* Act as the primary escalation point for critical incidents and customer concerns.
* Ensure calm, confident, and structured handling of service challenges.
* Build strong, trust based customer relationships through regular engagement.
* Turn service issues into opportunities to strengthen long term partnerships.
Effortless Customer Experience is central to this role and means:
* Clear and proactive communication
* Strong ownership from first contact to resolution
* Minimal disruption to customers
* Consistent and predictable delivery
* Structured, professional escalation handling
You will embed this mindset into the team’s culture and processes so service quality is consistent and not dependent on
individuals.
MSP Operational Excellence
* Operate effectively within an MSP model, balancing commercial pressure, contractual obligations, and customer expectations.
* Maintain oversight of ticket queues, workload prioritisation, and performance trends.
* Ensure smooth onboarding of new customers and seamless handover from Projects to Support.
* Drive root cause analysis and long term solutions rather than reactive fixes.
* Ensure governance, reporting, and system accuracy across all Service Desk tooling.
Performance, KPIs & Continuous Improvement
* Define and manage KPIs relating to SLA, CSAT, quality, productivity, and efficiency.
* Use data and insight to inform decision making and drive improvement.
* Identify process enhancements to reduce friction and increase consistency.
* Champion continual service improvement aligned to industry best practice.
Process, Technology & Innovation
* Review and optimise Service Desk processes to improve both efficiency and customer experience.
* Drive adoption of automation, tooling, and AI where appropriate.
* Stay informed on MSP market trends and emerging technologies.
* Challenge existing ways of working to identify smarter, simpler approaches.
Financial & Strategic Contribution
* Manage Team budget responsibly, supporting forecasting and financial planning.
* Ensure effective resource allocation to meet service and margin targets.
* Align team objectives with wider company strategy and long term growth plans.
* Contribute to department profitability through structured, commercially aware service delivery.
Main Tasks
* Lead and develop the team to achieve measurable performance improvements.
* Conduct regular one to ones, performance reviews, and tailored training plans.
* Own customer escalations and ensure transparent, structured problem management.
* Maintain cadence of customer meetings, reporting, and engagement.
* Monitor SLA performance and quality scores.
* Oversee onboarding and internal handovers between Sales, Projects, and Support.
* Collaborate with Professional Services, Business Development, and Leadership teams.
* Drive long term improvements in service consistency and customer satisfaction.
Measurable Outcomes
* Consistent achievement of SLA and quality targets.
* Improved CSAT and strengthened customer loyalty.
* Reduced customer churn through proactive service improvement.
* Demonstrable efficiency gains through process and AI adoption.
* Improved team performance through coaching and structured development.
* Delivery of departmental margin and financial targets.
Qualifications & Requirements
Essential
* Right to Work in the UK
* Full UK Driving License
* Willingness to attend customer sites where required
* Subject to security and pre employment checks including DBS, references.
Experience & Knowledge
* Minimum 2 years in a similar Service Desk / Pro Serv leadership role, 3 years desirable.
* Strong experience within an MSP environment.
* Proven experience developing and mentoring teams.
* Experience aligning team objectives to wider business strategy.
* Commercial awareness with exposure to budgeting and financial oversight.
* Experience using data to drive performance improvement.
* ITIL v4 certification desirable, or equivalent hands on service management experience.
Strong working knowledge of:
* Incident, Problem, and Change Management
* Continual Service Improvement frameworks
* MSP Service Desk tooling and KPI reporting
* Data driven service performance management
APPLY NOW
If this sounds like the kind of role you’ve been looking for, apply today.
Closing Date: 24th July 2026
We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore
recommend an early application.
Due to the high number of applications, we thank all applicants for their interest; however, only those selected for an interview
will be contacted.
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